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Marketing services : competing through quality / Leonard L. Berry, A. Parasuraman
Bib ID 672734
Format BookBook
Author
Berry, Leonard L., 1942-
 
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Description New York : Toronto : New York : Free Press ; Maxwell Macmillan Canada ; Maxwell Macmillan International, c1991 
xi, 212 p. : ill. ; 25 cm. 
ISBN 002903079X
0743267419
Full contents
  • Machine derived contents note: Contents
  • Acknowledgments
  • Authors' Note
  • Part One
  • An Integrative Framework for Marketing Services
  • 1. Services and Quality
  • Part Two
  • Quality: The Foundation for Services Marketing
  • 2. Doing the Service Right the First Time
  • 3. Doing the Service Very Right the Second Time
 
Notes

Includes bibliographical references (p. 191-203) and index.

Subjects Customer services.  |  Service industries - Marketing.
Other authors/contributors Parasuraman, A

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