Services Marketing

ISBN-10: 0072961945

ISBN-13: 9780072961942

Edition: 4th 2006 (Revised)

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

List price: $190.31
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Book details

List price: $190.31
Edition: 4th
Copyright year: 2006
Publisher: McGraw-Hill Higher Education
Publication date: 5/2/2005
Binding: Hardcover
Pages: 736
Size: 8.25" wide x 10.00" long x 1.25" tall
Weight: 3.278
Language: English

Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation.

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

Foundations For Services Marketing
Introduction to Services
Conceptual Framework for the Book: The Gaps Model of Service Quality
Focus On The Customer
Consumer Behavior in Services
Customer Expectations in Services
Customer Perceptions in Services
Understanding Customer Requirements
Listening to Customers through Research
Building Customer Relationships
Service Recovery
Aligning Strategy, 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
Outcomes Of Service Investments
The Financial and Economic Effect of Services CASES
Table of Contents provided by Publisher. All Rights Reserved.
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