Services marketing : integrating customer focus across the firm.

Contributor(s):

Wilson, Alan M

Material type:

TextPublication details: Maidenhead, Berkshire McGraw-Hill Higher Education 2012Edition: Second editionDescription: xxv, 559 pages : illustrations ; 27 cmISBN:

9780077131715
0077131711

Subject(s):

LOC classification:

HF5415.13 W69

Contents:

Pt. 1. Foundations for services marketing. Introduction to services -- Consumer behaviour in services -- Customer expectations of service -- Customer perceptions of service -- Conceptual framework of the book: The gaps model of service quality -- pt. 2. Understanding customer requirements. Listening to customers through research -- Building customer relationships -- pt. 3. Aligning service design and standards. Service innovation and design -- Customer-defined service standards -- Physical evidence and the servicescape -- pt. 4. Delivering and performing service. Employees' roles in service delivery -- Customers' roles in service delivery -- Delivering service through intermediaries and electronic channels -- Managing demand and capacity -- Service recovery -- pt. 5. Managing service promises. Integrated services marketing communications -- Pricing of services -- pt. 6. Service and the bottom line. The financial impact of service quality.

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Holdings
Cover image	Item type	Current library	Home library	Collection	Shelving location	Call number	Materials specified	Vol info	URL	Copy number	Status	Notes	Date due	Barcode	Item holds	Item hold queue priority	Course reserves
	Books	Methodist University Library Tema Reference		Reference		HF5415.13 W69 (Browse shelf(Opens below))					Available			1311

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Previous	HF 5415.1265 .S 77 E-marketing	HF5415.1265 .S77 E-marketing /	HF 5415.13. W5476 Marketing management	HF5415.13 W69 Services marketing :	HF5415.2 .B779 Marketing research /	HF5437 .P76 Procurement principles and management /	HF5437 .P76 Procurement principles and management /	Next

Previous edition: 2008.

Pt. 1. Foundations for services marketing. Introduction to services --
Consumer behaviour in services --
Customer expectations of service --
Customer perceptions of service --
Conceptual framework of the book: The gaps model of service quality --
pt. 2. Understanding customer requirements. Listening to customers through research --
Building customer relationships --
pt. 3. Aligning service design and standards. Service innovation and design --
Customer-defined service standards --
Physical evidence and the servicescape --
pt. 4. Delivering and performing service. Employees' roles in service delivery --
Customers' roles in service delivery --
Delivering service through intermediaries and electronic channels --
Managing demand and capacity --
Service recovery --
pt. 5. Managing service promises. Integrated services marketing communications --
Pricing of services --
pt. 6. Service and the bottom line. The financial impact of service quality.

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