Services Marketing: Integrating Customer Focus Across the Firm ISE - Zeithaml, Valarie; Bitner, Mary Jo; Gremler, Dwayne
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Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. . Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. . New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. . New research references and examples in every chapter of new business models…mehr

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Produktbeschreibung
Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. . Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. . New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. . New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. . McGraw Hill's Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development.
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Autorenporträt
VALARIE ZEITHAML is Distinguished Professor of Marketing Emérita at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill. She has devoted her career to researching and teaching service quality and services management. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations, now in its 20th printing, and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. In 2008, Dr. Zeithaml won the Paul D. Converse Award from the American Marketing Association. The award acknowledges enduring contributions to marketing through one or more journal articles, books, or a body of work. In 2009, she received the American Marketing Association/Irwin/McGraw Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the field of marketing. She also won the 2012 Bullard Research Impact Award in recognition of the broad impact of research on the field, industry, and society, and was appointed an American Marketing Association Lifetime Fellow in 2015. The 2014 List of Thomson Reuters included her in the "World's Most Influential Scientific Minds." reflecting citation data that identified those scholars who published the highest impact work.