Services Marketing

Name: Services Marketing
Price: 4.57 USD
Availability: InStock
ISBN: 9780073380933

ISBN-10: 0073380938

ISBN-13: 9780073380933

Edition: 5th 2009

Authors: Valarie Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

List price: $269.67

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Book details

List price: $269.67
Edition: 5th
Copyright year: 2009
Publisher: McGraw-Hill Higher Education
Publication date: 5/23/2008
Binding: Hardcover
Pages: 736
Size: 8.50" wide x 10.50" long x 1.50" tall
Weight: 3.322
Language: English

Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and Associate Dean for the MBA Program at the Kenan-Flagler Business School of the University of North Carolina.

Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.




Foundations for Services Marketing



Introduction to Services



Conceptual Framework of the Book: The Gaps Model of Service Quality



Focus on the Customer



Consumer Behavior in Services



Customer Expectations of Service



Customer Perceptions of Service



Understanding Customer Requirements



Listening to Customers Through Research



Building Customer Relationships



Service Recovery



Aligning Service Design and Standards



Service Development and Design



Customer-Defined Service Standards



Physical Evidence and the Servicescape



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



Managing Service Promises



Integrated Services Marketing Communications



Pricing of Services



Service and the Bottom Line



The Financial and Economic Impact of Service


Cases


Index