Valarie A. Zeithaml Services marketing strategy focuses on delivering processes, experiences, and intangibles – rather than physical goods. Available in National Library (Singapore). Author: Zeithaml, Valarie A., Length: xx, p.: Identifier: This title introduces a ground-breaking approach to the services marketing course. It replaces the 4Ps with the Gaps model of service quality. The Gaps service.
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Ultimately, the main aim of every patient is to have their disease or health problem alleviated.
zeithaml services marketing Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach.
Understanding Customer Requirements chapter 5: Aligning Service Design and Standards chapter 8: Delivering and Performing Service chapter