Services marketing : integrating customer focus across the firm.
Zeithaml, Valarie A.
Services marketing : integrating customer focus across the firm. - 5th ed. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - Boston, [Mass.] ; London : McGraw-Hill, 2009. - xxviii, 708 p. : ill. ; 26 cm.
CW838 Previous ed.: 2006.
Includes bibliographical references and index.
[Part One Foundations for Services Marketing] Introduction to Services -- Conceptual Framework of the Book: The Gaps Model of Service Quality. [Part Two Focus on the Customer] Consumer Behavior in Services -- Customer Expectations of Service -- Customer Perceptions of Service. [Part Three Understanding Customer Requirements] Listening to Customers Through Research -- Building Customer Relationships -- Service Recovery. [Part Four Aligning Service Design and Standards] Service Development and Design -- Customer-Defined Service Standards -- Physical Evidence and the Servicescape. [Part Five 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. [Part Six Managing Service Promises] Integrated Services Marketing Communications -- Pricing of Services. [Part Seven Service and the Bottom Line] The Financial and Economic Impact of Service -- Cases -- Index.
9780071263931: £41.99 0071263934 0073380938 9780073380933
Marketing.
Customer services.
Service industries--Marketing
Business and Management.
Business & Management
Sales & marketing
/ .Z45 2009
658.8
Services marketing : integrating customer focus across the firm. - 5th ed. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - Boston, [Mass.] ; London : McGraw-Hill, 2009. - xxviii, 708 p. : ill. ; 26 cm.
CW838 Previous ed.: 2006.
Includes bibliographical references and index.
[Part One Foundations for Services Marketing] Introduction to Services -- Conceptual Framework of the Book: The Gaps Model of Service Quality. [Part Two Focus on the Customer] Consumer Behavior in Services -- Customer Expectations of Service -- Customer Perceptions of Service. [Part Three Understanding Customer Requirements] Listening to Customers Through Research -- Building Customer Relationships -- Service Recovery. [Part Four Aligning Service Design and Standards] Service Development and Design -- Customer-Defined Service Standards -- Physical Evidence and the Servicescape. [Part Five 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. [Part Six Managing Service Promises] Integrated Services Marketing Communications -- Pricing of Services. [Part Seven Service and the Bottom Line] The Financial and Economic Impact of Service -- Cases -- Index.
9780071263931: £41.99 0071263934 0073380938 9780073380933
Marketing.
Customer services.
Service industries--Marketing
Business and Management.
Business & Management
Sales & marketing
/ .Z45 2009
658.8