TY  - BOOK
AU  - Wilson,Alan M.
TI  - Services marketing: integrating customer focus across the firm
SN  - 9780077131715
AV  - HF5415.13  W69 
PY  - 2012///
CY  - Maidenhead, Berkshire 
PB  -  McGraw-Hill Higher Education
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - 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
ER  -