Services Marketing

Name: Services Marketing
Price: 8.13 USD
Availability: InStock
ISBN: 9780072471427

ISBN-10: 0072471425

ISBN-13: 9780072471427

Edition: 3rd 2003

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

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Book details

Edition: 3rd
Copyright year: 2003
Publisher: McGraw-Hill Higher Education
Binding: Hardcover
Pages: 688
Size: 8.00" wide x 10.00" long x 1.25" tall
Weight: 3.146
Language: English

Valarie A. Zeithamlis associate professor at the Fuqua School of Business at Duke University. The recipient of three distinguished teaching awards, Dr. Zeithaml has written articles for theJournal of Consumer Research, Journal of Marketing,and theJournal of Retailing.

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

Introduction to Services	p. 1
Consumer Behavior in Services	p. 29
Customer Expectations of Service	p. 48
Customer Perceptions of Service	p. 72
Understanding Customer Expectations and Perceptions through Marketing Research	p. 107
Building Customer Relationships	p. 137
Service Recovery	p. 165
Service Development and Design	p. 194
Customer-Defined Service Standards	p. 222
Physical Evidence and the Servicescape	p. 251
Employees' Roles in Service Delivery	p. 285
Customers' Roles in Service Delivery	p. 317
Delivering Service through Intermediaries and Electronic Channels	p. 341
Managing Demand and Capacity	p. 370
Integrated Services Marketing Communications	p. 400
Pricing of Services	p. 428
The Financial and Economic Effect of Service	p. 459
The Integrated Gaps Model of Service Quality	p. 481
Virgin Atlantic Airways - Ten Years After	p. 491
Euro Disney: The First 100 Days	p. 511
Custom Research Inc. (A)	p. 530
ATandT (A): Focusing the Services Salesforce on Customers	p. 550
ATandT (C): Employees as Customers	p. 561
Ernst and Young LLP	p. 567
The Quality Improvement Customers Didn't Want	p. 582
General Electric Medical Systems	p. 588
North Pittsburgh Telephone Company	p. 605
Index	p. 611
Table of Contents provided by Blackwell. All Rights Reserved.