European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In

Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service str

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the de

This book focuses on the development of customer relationships throught quality service. It puts the customer's experience of services at the centre of its appr