Asia Pacific University Library catalogue


Services marketing : integrating customer focus across the firm / Valarie A Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.

By: Zeithaml, Valarie AContributor(s): Bitner, Mary Jo | Gremler, Dwayne DMaterial type: TextTextPublication details: New York : McGraw-Hill Education, 2018Edition: 7th edition ; International student editionDescription: xxxviii, 514 p. : ill. ; 25 cmISBN: 9781260083521 (pbk.); 1260083527 (pbk.)Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HF5415.122 | .S47 2018
Contents:
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
    Average rating: 0.0 (0 votes)
Item type Current library Collection Call number Copy number Status Date due Barcode
General Circulation General Circulation APU Library
Open Shelf 		Book HF5415.122 .S47 2018 c.1 (Browse shelf (Opens below)) 1 Available 00012618

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

There are no comments on this title.

to post a comment.