Plus get our latest book recommendations, author news, and competitions right to your inbox.
Valarie A. Zeithaml
Books by Valarie A. Zeithaml
Delivering Quality Service
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can
Driving Customer Equity
How Customer Lifetime Value Is Reshaping Corporate Strategy
In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeit...