Services marketing : integrating customer focus across the firm Valerie A Zeithaml; Mary Jo Bitner; Dwayne D Gremler
Material type:
TextPublication details: New York : McGraw -Hill Education, © 2018 Edition: Seventh edition ; Description: xxviii, 514 pages : illustrations ; 26 cmISBN: - 9781260083521
- 1260083527
- HD9980.5 .Ze3
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Methodist University Library Main General Stacks | Reference | HD9980.5 .Ze3 (Browse shelf(Opens below)) | Available | 8300 |
Includes index.
Part 1: Foundations for Services Marketing Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service Part 3: Understanding Customer Requirements Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery Part 4: Aligning Service Design and Standards Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape Part 5: Delivering and Performing Service Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity Part 6: Managing Service Promises Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services Part 7: Service and the Bottom Line Chapter 16: The Financial and Economic Impact of Service
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