Cavite State University - CCAT Campus - Library

Your cart is empty.
Cover image

Services marketing : integrating customer focus across the firm / Valerie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler.

By: Zeithaml, Valerie A., authorContributor(s): Bitner, Mary Jo, author | Gremler, Dwayne D., authorMaterial type: TextTextPublisher: New York : McGraw -Hill Education, c2018Edition: Seventh editionDescription: xxviii, 514 pages : illustrations ; 26 cmISBN: 9781260083521 Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.84'22 LOC classification: CIR HD 9980.5 | Z45 2018
Contents:
Part 1: Foundations for Services MarketingChapter 1: Introduction to ServicesChapter 2: Conceptual Framework of the Book: The Gaps Model of Service QualityPart 2: Focus on the CustomerChapter 3: Customer Expectations of ServiceChapter 4: Customer Perceptions of ServicePart 3: Understanding Customer RequirementsChapter 5: Listening to Customers through ResearchChapter 6: Building Customer RelationshipsChapter 7: Service RecoveryPart 4: Aligning Service Design and StandardsChapter 8: Service Innovation and DesignChapter 9: Customer-Defined Service StandardsChapter 10: Physical Evidence and the ServicescapePart 5: Delivering and Performing ServiceChapter 11: Employees' Roles in Service DeliveryChapter 12: Customers' Roles in Service DeliveryChapter 13: Managing Demand and CapacityPart 6: Managing Service PromisesChapter 14: Integrated Service Marketing CommunicationsChapter 15: Pricing of ServicesPart 7: Service and the Bottom LineChapter 16: The Financial and Economic Impact of Service
Summary: 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.
Tags from this library: No tags from this library for this title. Log in to add tags.
    Average rating: 0.0 (0 votes)
Item type Current location Collection Shelving location Call number Copy number Status Date due Barcode
Book Book Cavite State University - CCAT Campus
Book GCS CIR HD 9980.5 Z45 2018 (Browse shelf) 1 Available R0011585
Browsing Cavite State University - CCAT Campus shelves, Shelving location: GCS, Collection: Book Close shelf browser

Includes bibliographical references and index.

Part 1: Foundations for Services MarketingChapter 1: Introduction to ServicesChapter 2: Conceptual Framework of the Book: The Gaps Model of Service QualityPart 2: Focus on the CustomerChapter 3: Customer Expectations of ServiceChapter 4: Customer Perceptions of ServicePart 3: Understanding Customer RequirementsChapter 5: Listening to Customers through ResearchChapter 6: Building Customer RelationshipsChapter 7: Service RecoveryPart 4: Aligning Service Design and StandardsChapter 8: Service Innovation and DesignChapter 9: Customer-Defined Service StandardsChapter 10: Physical Evidence and the ServicescapePart 5: Delivering and Performing ServiceChapter 11: Employees' Roles in Service DeliveryChapter 12: Customers' Roles in Service DeliveryChapter 13: Managing Demand and CapacityPart 6: Managing Service PromisesChapter 14: Integrated Service Marketing CommunicationsChapter 15: Pricing of ServicesPart 7: Service and the Bottom LineChapter 16: The Financial and Economic Impact of Service

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.

In English text.

There are no comments on this title.

to post a comment.

Click on an image to view it in the image viewer

Powered by Koha