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

By: Zeithaml, Valarie AContributor(s): Bitner, Mary Jo | Gremler, Dwayne DMaterial type: TextTextLanguage: English Publication details: New Delhi : McGraw-Hill Education (India) Private Limited, c2013. Edition: 6th edDescription: xxxii, 711 p. : ill. ; 25 cm.cmISBN: 9781259026812; 1259026817; 9780078112058 (hbk.) :; 0078112052 (hbk.) :Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5 | .Z45 2013Online resources: Contributor biographical information | Publisher description | WorldCat details
Contents:
TOC PART 1. Foundations for Services Marketing: 1. Introduction to Services ;2. Conceptual Framework of the Book: The Gaps Model of Service Quality -- PART 2. Focus on the Customer: 3. Customer Expectations of Service ; 4. Customer Perceptions of Service -- PART 3. Understanding Customer Requirements: 5. Listening to Customers through Research ; 6. Building Customer Relationships ; 7. Service Recovery -- PART 4. Aligning Service Design and Standards: 8. Service Innovation and Design ;9. Customer-Defined Service Standards ;10. Physical Evidence and the Servicescape -- PART 5. Delivering and Performing Service: 11. Employees' Roles in Service Delivery ; 12. Customers' Roles in Service Delivery ; 13. Managing Demand and Capacity -- PART 6. Managing Service Promises: 14.Integrated Services Marketing Communications ;15. Pricing of Services -- PART 7. Service and the Bottom Line: 16. The Financial and Economic Impact of Service -- Cases.
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode Item holds Course reserves
Text Text Dr. S. R. Lasker Library, EWU
Reserve Section 		Non-fiction 658.8 SER 2013 (Browse shelf(Opens below)) C-1 Not For Loan 26398
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 SER 2013 (Browse shelf(Opens below)) C-2 Available 27048
Text Text Dr. S. R. Lasker Library, EWU
Circulation Section 		Non-fiction 658.8 SER 2013 (Browse shelf(Opens below)) C-3 Available 27049

Service Marketing

Total holds: 0

Formerly CIP. Uk

Includes bibliographical references and index.

TOC PART 1. Foundations for Services Marketing: 1. Introduction to Services ;2. Conceptual Framework of the Book: The Gaps Model of Service Quality --
PART 2. Focus on the Customer: 3. Customer Expectations of Service ; 4. Customer Perceptions of Service --
PART 3. Understanding Customer Requirements: 5. Listening to Customers through Research ; 6. Building Customer Relationships ; 7. Service Recovery --
PART 4. Aligning Service Design and Standards: 8. Service Innovation and Design ;9. Customer-Defined Service Standards ;10. Physical Evidence and the Servicescape --
PART 5. Delivering and Performing Service: 11. Employees' Roles in Service Delivery ; 12. Customers' Roles in Service Delivery ; 13. Managing Demand and Capacity --
PART 6. Managing Service Promises: 14.Integrated Services Marketing Communications ;15. Pricing of Services --
PART 7. Service and the Bottom Line: 16. The Financial and Economic Impact of Service --
Cases.

BA

Tahur Ahmed

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