000			01926cam a22002294a 4500
999			_c1428 _d1428
020			_a0072961945 (alk. paper)
022			_a9780072961942
050	0	0	_aHD9980.5 _b.Z45
100	1		_aZeithaml, Valarie A.
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a4th ed.
260			_aBoston : _bMcGraw-Hill/Irwin, _cc2006.
300			_axxvii, 708 p. : _bill., map ; _c27 cm.
500			_aIncludes bibliographical references and index
505			_a PART ONE: FOUNDATIONS FOR SERVICES MARKETING Chapter 1. Introduction to Services Chapter 2. Conceptual Framework for the Book: The Gaps Model of Service Quality PART TWO: FOCUS ON THE CUSTOMER Chapter 3. Consumer Behavior in Services Chapter 4. Customer Expectations in Services Chapter 5. Customer Perceptions in Services PART THREE: UNDERSTANDING CUSTOMER REQUIREMENTS Chapter 6. Listening to Customers through Research Chapter 7. Building Customer Relationships Chapter 8. Service Recovery PART FOUR: ALIGNING STRATEGY, SERVICE DESIGN, AND STANDARDS Chapter 9. Service Development and Design Chapter 10. Customer-Defined Service Standards Chapter 11. Physical Evidence and the Servicescape PART FIVE: DELIVERING AND PERFORMING SERVICE Chapter 12. Employees' Roles in Service Delivery Chapter 13. Customers' Roles in Service Delivery Chapter 14. Delivering Service through Intermediaries and Electronic Channels Chapter 15. Managing Demand and Capacity PART SIX: MANAGING SERVICE PROMISES Chapter 16. Integrated Services Marketing Communications Chapter 17. Pricing of Services PART SEVEN: OUTCOMES OF SERVICE INVESTMENTS Chapter 18. The Financial and Economic Effect of Services CASES
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
700	1		_aGremler, Dwayne D.
942			_cBK