Services Marketing / Integrating Customer Focus Across the Firm 

 - 5th 
 -  Mcgraw Hill Book Company,  2009 
 - 708 
<br/><br/>Preface, Focus on the Customer, Understanding Customer Requirements, Aligning Service Design and Standards, Delivering and Performing Service, Managing Service Promises, Service and the Bottom Line, Cases, Index. 
<br/><br/> Preface, Focus on the Customer, Understanding Customer Requirements, Aligning Service Design and Standards, Delivering and Performing Service, Managing Service Promises, Service and the Bottom Line, Cases, Index. 
<br/><br/><label>ISBN: </label>9780071263931