TY  - BOOK
AU  - Zeithaml, Valerie A., author.
AU  - Bitner, Mary Jo, author.
AU  - Gremler, Dwayne D., author.
TI  - Services marketing : : integrating customer focus across the firm 
SN  - 9781260083521 
AV  - CIR HD 9980.5 Z45 2018
U1  - 658.84'22 
PY  - 2018///
CY  - New York
PB  - McGraw -Hill Education, 
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - 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

N2  - 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
ER  -