Services Marketing by Mary Jo Bitner, Valarie A. Zeithaml and Dwayne D. Gremler (2012, Hardcover)

Mcgraw-Hill Education

0078112052

9780078112058

113236430

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

Services Marketing

Hardcover

English

2012

Textbook

672 Pages

10.2in

1.2in

8.5in

49.7 Oz

Hd9980.5.Z45 2013

College Freshman

College Freshman

6

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 Services Marketing Communications Chapter 15 - Pricing of Services PART 7 - Service and the Bottom Line Chapter 16 - The Financial and Economic Impact of Service Cases Index

2013

College Audience

Marketing / General, Industries / Service, Customer Relations

2011-051073

658.8

22

Yes

Business & Economics