integrating customer focus across the firm Bitner, Mary Jo Primary Author Zeithaml, Valarie A. Primary Author mixed material bibliography Boston McGraw-Hill 2000 en English

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xxviii, 620 p. : Illust. ; 26 cm Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value. Marketing Service Industries--Marketing Customer Services Southeast Asia Australia Professions--Marketing Customer services--Marketing 658.8 ZEI s c.1 9780071169943 e-Library Universitas Pertamina Be Global Leader 658.8 ZEI s c.1 6128/PUP/2017 Perpustakaan Universitas Pertamina 658.8 ZEI s c.2 5985/PUP/2017 Perpustakaan Universitas Pertamina 658.8 ZEI s c.1 2j.jpg.jpg 2364 2018-07-27 18:51:57 2018-07-28 12:26:47 machine generated