Wilson2ePrelims
Services
Marketing
Integrating
Customer Focus
Across the Firm second European edition wil31711_prelims.indd i
2/27/2012 3:51:42 PM
wil31711_prelims.indd ii
2/27/2012 3:51:44 PM
Alan Wilson ,
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler
Services Marketing
Integrating Customer Focus
Across the Firm second European edition
London
San Francisco
Lisbon
Santiago
wil31711_prelims.indd iii
Boston
St. Louis
Madrid
Seoul
Burr Ridge, IL
Bangkok
Mexico City
Singapore
Dubuque, IA
Bogotá
Milan
Sydney
Madison, WI
Caracas
Montreal
Taipei
New York
Kuala Lumpur
New Delhi
Toronto
2/27/2012 3:51:44 PM
Services Marketing: Integrating Customer Focus Across the Firm
Alan Wilson, Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler
ISBN-13 978-0-07-7131715
ISBN-10 0-07-713171-1
Published by McGraw-Hill Education
Shoppenhangers Road
Maidenhead
Berkshire
SL6 2QL
Telephone: 44 (0) 1628 502 500
Fax: 44 (0) 1628 770 224
Website: www.mcgraw-hill.co.uk
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
Library of Congress Cataloguing in Publication Data
The Library of Congress data for this book has been applied for from the Library of Congress
Acquisitions Editor: Mark Kavanagh
Development Editor: Jennifer Yendell
Production Editor: James Bishop
Marketing Manager: Vanessa Boddington
Text Design by SR Nova Pvt. Ltd, Bangalore, India
Cover design by Adam Renvoize
Printed and bound in Singapore by Markono
Published by McGraw-Hill Education (UK) Limited an imprint of The McGraw-Hill
Companies, Inc., 1221 Avenue of the Americas, New York, NY 10020. Copyright © 2012 by McGraw-Hill Education (UK) Limited. All rights reserved. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hill Companies, Inc., including, but not limited to, in any network or other electronic
Marketing
Integrating
Customer Focus
Across the Firm second European edition wil31711_prelims.indd i
2/27/2012 3:51:42 PM
wil31711_prelims.indd ii
2/27/2012 3:51:44 PM
Alan Wilson ,
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler
Services Marketing
Integrating Customer Focus
Across the Firm second European edition
London
San Francisco
Lisbon
Santiago
wil31711_prelims.indd iii
Boston
St. Louis
Madrid
Seoul
Burr Ridge, IL
Bangkok
Mexico City
Singapore
Dubuque, IA
Bogotá
Milan
Sydney
Madison, WI
Caracas
Montreal
Taipei
New York
Kuala Lumpur
New Delhi
Toronto
2/27/2012 3:51:44 PM
Services Marketing: Integrating Customer Focus Across the Firm
Alan Wilson, Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler
ISBN-13 978-0-07-7131715
ISBN-10 0-07-713171-1
Published by McGraw-Hill Education
Shoppenhangers Road
Maidenhead
Berkshire
SL6 2QL
Telephone: 44 (0) 1628 502 500
Fax: 44 (0) 1628 770 224
Website: www.mcgraw-hill.co.uk
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
Library of Congress Cataloguing in Publication Data
The Library of Congress data for this book has been applied for from the Library of Congress
Acquisitions Editor: Mark Kavanagh
Development Editor: Jennifer Yendell
Production Editor: James Bishop
Marketing Manager: Vanessa Boddington
Text Design by SR Nova Pvt. Ltd, Bangalore, India
Cover design by Adam Renvoize
Printed and bound in Singapore by Markono
Published by McGraw-Hill Education (UK) Limited an imprint of The McGraw-Hill
Companies, Inc., 1221 Avenue of the Americas, New York, NY 10020. Copyright © 2012 by McGraw-Hill Education (UK) Limited. All rights reserved. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of The McGraw-Hill Companies, Inc., including, but not limited to, in any network or other electronic