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Services marketing

Zeithaml, Valarie A.; Bitner, Mary Jo - 1996 - 1. ed.

Persistent link: https://www.econbiz.de/10000550842

Delivering quality service : balancing customer perceptions and expectations

Zeithaml, Valarie A.; Parasuraman, A.; Berry, Leonard L. - 1990

Persistent link: https://www.econbiz.de/10000083054

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo - 2000 - 2. ed.

Persistent link: https://www.econbiz.de/10001373972

SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality

Parasuraman, A. - In: Journal of retailing 64 (1988) 1, pp. 12-37

Persistent link: https://www.econbiz.de/10001056853

Communication and control processes in the delivery of service quality

Zeithaml, Valarie A. - In: Journal of marketing 52 (1988) 2, pp. 35-48

Persistent link: https://www.econbiz.de/10001055294

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2017 - Seventh edition

"This text is for students and business people who recognize the vital role that services play in the economy and its … future. The advanced economies of the world are now dominated by services, and virtually all companies view service as …"Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future …