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Services marketing

Zeithaml, Valarie A.; Bitner, Mary Jo - 1996 - 1. ed.

Persistent link: https://www.econbiz.de/10000550842

Delivering quality service : balancing customer perceptions and expectations

Zeithaml, Valarie A.; Parasuraman, A.; Berry, Leonard L. - 1990

Persistent link: https://www.econbiz.de/10000083054

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo - 2000 - 2. ed.

Persistent link: https://www.econbiz.de/10001373972

SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality

Parasuraman, A. - In: Journal of retailing 64 (1988) 1, pp. 12-37

Persistent link: https://www.econbiz.de/10001056853

Communication and control processes in the delivery of service quality

Zeithaml, Valarie A. - In: Journal of marketing 52 (1988) 2, pp. 35-48

Persistent link: https://www.econbiz.de/10001055294

Services marketing : integrating customer focus across the firm

Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D. - 2017 - Seventh edition

future. The advanced economies of the world are now dominated by services, and virtually all companies view service as … critical to retaining their customers today and in the future. Manufacturing and product-dominant companies that, in the past …, have depended on their physical products for their livelihood now recognize that service provides one of their few …