Services Marketing

ISBN-10: 0073380938

ISBN-13: 9780073380933

Edition: 5th 2009

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
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