Zeithaml,A Valarrie .

Service marketing / by Valarie A Zeithaml . - 4th ed. - Yew York.: Mc Graw Hill,; 2006,1996c. - xii ,708p. ill.;

included Index

Part 1: Foundations for services Marketing----------------------
Part 2: Focus on the customer----------------------
Part 3: Understanding customer requirements---------------------
Part 4: Aligning service design and standards---------------------
Part 5: delivering and performing service---------------------
Part 6: Managing Service promises-----------------------
Part 7: Service and the bottom line--------------------
Cases-----------------
Index-------------------

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658.8 / ZEI-S 2006 2325
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