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Services marketing : integrating customer focus across the firm.

By: Contributor(s): Material type: TextTextPublication details: Boston, [Mass.] ; London : McGraw-Hill, 2009.Edition: 5th ed. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. GremlerDescription: xxviii, 708 p. : ill. ; 26 cmISBN:
  • 9780071263931:
  • 0071263934
  • 0073380938
  • 9780073380933
Subject(s): DDC classification:
  • 658.8
LOC classification:
  • .Z45 2009
Contents:
[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.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
General Lending Wicklow Campus Library Wicklow County Campus Lending 658.8 (Browse shelf(Opens below)) 1 Available 71558

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.

55.45

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