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001

000005306

003

LDTU

020

$a0070782504

041

$aeng

082

$a658.8

100

$aZeithaml, Valarie A.

245

$aServices Marketing $cValarie A. Zeithaml, Mary Jo Bitner

260

$aNew York $bMcGraw-Hill $c1996

300

$a700 p. $c24 cm

504

$a Index: p. 691 - 700

520

$aThis 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 quality model makes explicit the difference between the marketing of goods and the marketing of services, as well as the differences between the way the principles of marketing course handles the marketing mix and the way the service marketing course does. Written by extremely well-respected people in services marketing, this book is the first integrated services marketing text in the field. It covers topics of critical importance for the 1990s, such as service quality, links between marketing and other disciplines (e.g. production and operations management and human resources management), and transforming a product firm into a service firm.

650

$aMarketing

653

$aServices Marketing

700

$aBitner, Mary Jo

852

$a209 Phan Thanh $bTiếng Anh

911

Nguyễn Thị Hảo

927

Tặng

928

30136