Edition Number
7
Intended Audience
College Audience
LCCN
2016-059704
Dewey Edition
21
Grade From
College Freshman
CLASSIFICATION_METADATA
{"IsNonfiction":["Yes"],"IsOther":["No"],"IsAdult":["No"],"MuzeFormatDesc":["Hardcover"],"IsChildren":["No"],"Genre":["BUSINESS & ECONOMICS"],"Topic":["Customer Relations","Marketing / General","Industries / Service"],"IsTextBook":["Yes"],"IsFiction":["No"]}
Illustrated
Yes
Grade To
College Freshman
Dewey Decimal
658.8
Table Of Content
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
Synopsis
Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information.
LC Classification Number
HD9980.5.Z45 2017
Copyright Date
2018
ebay_catalog_id
4
