30 1 30 Concepts, Strategies & Cases Hoffman, K. Douglas Primary Author Bateson, John E. G. Primary Author mixed material 9781285429786 Boston, Massachusetts Cengage Learning 2017 serv.jpg.jpg integrating customer focus across the firm Zeithaml, Valarie A. Primary Author Bitner, Mary Jo Primary Author Gremler, Dwayne D. Primary Author mixed material 0071244964 Boston McGraw-Hill 2006 services+marketing--4th+ed--zeithmal.jpg Fitzsimmons, Mona J. Primary Author Fitzsimmons, James Primary Author mixed material #N/A Boston McGraw-Hill / Quality Publishing 2004 %5CImages%5Cservice+management--fitzsimmons+4th.jpg Fitzsimmons, Mona J. Primary Author Fitzsimmons, James Primary Author mixed material #N/A Boston McGraw-Hill / Irwin 2004 %5CImages%5Cservice+management--fitzsimmons+4th.jpg IPMI Primary Author mixed material #N/A Jakarta IPMI 2003 %5CImages%5CMultimedia%5CVideo+Shooting.jpg Hill, Linda Primary Author Elias, Jaan Primary Author mixed material #N/A Boston Harvard Business School Publishing 1989 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg Aguilar, Francis J. Primary Author mixed material #N/A Boston Harvard Business School Publishing 1985 %5CImages%5CMultimedia%5CVideo+cover+black.jpg Badaracco, Joseph L. Primary Author mixed material #N/A Boston Harvard Business School Publishing 1985 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg Deborah Denenberg, General Manager, Video Hamermesh, Richard G. Primary Author mixed material #N/A Boston Harvard Business School Press 1986 %5CImages%5CMultimedia%5CVideo+cover+black.jpg Interview with Don Burr Beer, Michael Primary Author Holland, Phillip Primary Author mixed material #N/A Boston Harvard Business School Press 1989 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg Schlesinger, Leonard A. Primary Author mixed material #N/A Boston Harvard Business School Press 1985 %5CImages%5CMultimedia%5CVideo+cover+black.jpg Interview with Don Burr Beer, Michael Primary Author Holland, Phillip Primary Author mixed material #N/A Boston Harvard Business School Press 1989 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg Schlesinger, Leonard A. Primary Author mixed material #N/A Boston Harvard Business School Press 1985 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg Roberts, Michael J. Primary Author mixed material #N/A n.a Harvard Business School Publishing 1989 %5CImages%5CMultimedia%5CVideo+cover+black.jpg NYSSA Presentation 11/ Klein, Norman Primary Author mixed material #N/A Boston Harvard Business School Publishing 1986 %5CImages%5CMultimedia%5Cvideo+cover+red.jpg strategies for the service industries Ingold, Anthony Primary Author McMahon-Beattie, Una Primary Author Yeoman, Ian Primary Author mixed material 0826448259 London Continuum 2000 yield+management+2nd+Ingold.jpeg Abdurrachman, Riko Primary Author Yunita, Anggriyani Primary Author Fransisca, K. Anggia Primary Author Hanindia, Henry Primary Author Zainudin, Fahrurozy Primary Author Soegianto Primary Author Satyagraha, Hadi Primary Author mixed material Jakarta IPMI 1993 GFP+Cover.jpg Faorudi, Deddy Primary Author Arudi, Dianti Primary Author Mulyanto, Eko Y. Primary Author Setiadi, Hafni Tri Primary Author Pangestu, Pengkie S. Primary Author Pangaribuan, Tigor Primary Author mixed material Jakarta IPMI 1995 GFP+Cover.jpg operations, strategy, and information technology Fitzsimmons, James A. Primary Author Fitzsimmons, Mona J. Primary Author mixed material 0071214577 Australia McGraw-Hill / Irwin 2005 service+management--fitzsimmons+4th.jpg people, technology, strategy Lovelock, Christopher H. Primary Author Wirtz, Jochen Primary Author mixed material 0131268465 Upper Saddle River Pearson Education International 2004 Sevices+marketing++5th+--Lovelock.jpg Kamal, Adelina Primary Author Dewi, Anita Primary Author Nurmawan, Meilianty Primary Author Utama, Nina Primary Author Ugianto Primary Author Hadiputra, Wibisono Primary Author mixed material Jakarta IPMI 1999 GFP+Cover.jpg Firmadi, Anizar Primary Author Budianto, Bahar Primary Author Hartanto, Handoko Primary Author Martise, Tanti Primary Author mixed material Jakarta IPMI 2002 GFP+Cover.jpg Integrating customer focus across the firm Zeithaml, Valarie A. Primary Author Bitner, Mary Jo Primary Author mixed material 0071199144 Boston McGraw-Hill/Irwin 2003 services+marketing+integrating--3rd--Zeithaml.jpg Sasser, W. Earl Primary Author Chase, Bruce W. Primary Author Levitt, Theodore Primary Author Matteis, Richard J. Primary Author Lovelock, Christopher H. Primary Author Dearden, John Primary Author McDonald, Howard E. Primary Author Stromberger, T.L. Primary Author Pettway, Samuel H. Primary Author Hostage, G.M. Primary Author Carlson, Donald G. Primary Author mixed material 0867352000 Boston Harvard Business Review Reprint Department 1979 service+management--HBR.jpg Heskett, James L. Primary Author mixed material 0875841309 Boston Harvard Business School Press 1986 managing+in+the+service+economy--Heskett.jpg integrating customer focus across the firm Zeithaml, Valarie A. Primary Author Bitner, Mary Jo Primary Author mixed material 0072312211 Boston Irwin/McGraw-Hill 2000 Services+Marketing+--+Zeithaml+--+2nd+ed..jpg operations, strategy, and information technology Fitzsimmons, James A. Primary Author Fitzsimmons, Mona J. Primary Author mixed material 007231267X Boston McGraw-Hill 2001 service+mngt+fitzsimmons+5e.jpg Palmer, Adrian Primary Author mixed material 0077097483 London McGraw-Hill 2001 principles+of+service+.jpeg creating growth, profits and customer loyalty Middlebrooks, Arthur Primary Author Terrill, Craig Primary Author mixed material 0844224413 Illinois NTC Contemporary Publishers 2000 market+leadership+strategies+for+service+companies--Terrill.jpg people, technology, strategy Lovelock, Christopher Primary Author mixed material 0130289094 USA Prentice-Hall International Inc. 2001 services+marketing+people%2C+technology.jpg