Capitolo 1 Introduzione ai servizi Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl Marketing dei servizi 3/ed Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Enrico Bonetti Copyright © 2012 – The McGraw-Hill Companies srl