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|a Zeithaml, Valarie A.
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|a Marketing de servicios /
|c Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler ; revisión técnica Juan Pablo Calderón Dávalos
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|a 5a ed.
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|a México, D.F. :
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|a 709p. :
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|a Fundamentos para el marketing de servicios -- Enfoque en el cliente -- Comprender los requerimientos del cliente -- Alinear el diseño y los estándares del servicio -- Entrega y desempeño del servicio -- Manejo de las promesas del servicio -- El servicio y la línea de fondo
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