Services Marketing: Integrating Customer Focus Across the Firm  (English, Paperback, Zeithaml Valarie A.)

Services Marketing 6th edition, is a comprehensive book on client servicing and marketing. The book comprises chapters on understanding the customer requirement, aligning service design and standards, delivering and performing service, and managing service problems. In addition, the book provides access to the readers to an online companion website, which has two additional chapters and case studies for better understanding of the concepts. This book is essential for management students and professionals.

About Dr. Zeithaml

Dr. Zeithaml is a Professor of Marketing and an award-winning teacher and researcher. She has over 35 years of experience in research, consulting, and teaching. She was honored with the 2009 AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education. Dr. Zeithaml is the author or co-author of several books. She and her co-authors won the Berry-American Marketing Association Book Prize for Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy. She is also the author of the bestselling business book, Delivering Quality Service: Balancing Customer Perceptions and Expectations.