Zeithaml, Valarie A.
Services marketing : integrating customer focus across the firm / Valarie A Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 7th edition ; International student edition. - New York : McGraw-Hill Education, 2018. - xxxviii, 514 p. : ill. ; 25 cm.
Includes bibliographical references and 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
9781260083521 (pbk.) 1260083527 (pbk.)
Service industries--Marketing.
Customer services.
Marketing.
HF5415.122 / .S47 2018
658.8 / SER 2018
Services marketing : integrating customer focus across the firm / Valarie A Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. - 7th edition ; International student edition. - New York : McGraw-Hill Education, 2018. - xxxviii, 514 p. : ill. ; 25 cm.
Includes bibliographical references and 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
9781260083521 (pbk.) 1260083527 (pbk.)
Service industries--Marketing.
Customer services.
Marketing.
HF5415.122 / .S47 2018
658.8 / SER 2018