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Services Marketing: Integrating Customer Focus Across the Firm
PART ONE: FOUNDATIONS FOR SERVICES MARKETING Chapter 1. Introduction to Services Chapter 2. Conceptual Framework for the Book: The Gaps Model of Service Quality PART TWO: FOCUS ON THE CUSTOMER Chapter 3. Consumer Behavior in Services Chapter 4. Customer Expectations in Services Chapter 5.
Hardcover, Fourth Edition, 708 pages
Published May 2nd 2005 by McGraw-Hill/Irwin
(first published July 1st 1902)
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