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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

future. The advanced economies of the world are now dominated by services, and virtually all companies view service as …, have depended on their physical products for their livelihood now recognize that service provides one of their few … issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across …