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Services marketing.

By: Contributor(s): Material type: TextTextPublication details: New York : McGraw-Hill Higher Education ; London : McGraw-Hill [distributor], 2008.Edition: 5th ed. / Valarie Zeithaml, Mary Jo Bitner and Dwayne D. GremlerDescription: 736 p. ; 26 cmISBN:
  • 9780073380933 (hbk.) :
  • 9780071263931
  • 0073380938
  • 0071263934
  • 9780073380933
Subject(s): DDC classification:
  • 658.8 ZEI
LOC classification:
  • HF5415.122 .L68 2008
Contents:
Part One Foundations for Services Marketing 1 Introduction to Services 2 Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two Focus on the Customer 3 Consumer Behavior in Services 4 Customer Expectations of Service 5 Customer Perceptions of Service Part Three Understanding Customer Requirements 6 Listening to Customers Through Research 7 Building Customer Relationships 8 Service Recovery Part Four Aligning Service Design and Standards 9 Service Development and Design 10 Customer-Defined Service Standards 11 Physical Evidence and the Servicescape Part Five delivering and Performing Service 12 Employees\' Roles in Service Delivery 13 Customers\' Roles in Service Delivery 14 Delivering Service Through Intermediaries and Electronic Channels 15 Managing Demand and Capacity Part Six Managing Service Promises 16 Integrated Services Marketing Communications 17 Pricing of Services Part Seven Service and the Bottom Line 18 The Financial and Economic Impact of Service Cases Index
Summary: This fifth edition recognizes that services present special challenges that must be identified and addressed in real circumstances. The text aims to develop strong customer relationships through quality service. It also focuses on knowledge needed to implement service strategies for competitive advantage across industries.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 ZEI (Browse shelf(Opens below)) 1 Available 205741
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 ZEI (Browse shelf(Opens below)) 1 Available 205744
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 ZEI (Browse shelf(Opens below)) 1 Available 205742
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.8 ZEI (Browse shelf(Opens below)) 1 Available 205743

Previous ed.: published as by Christopher H. Lovelock. Upper Saddle River, N.J.: Prentice Hall, 2001.

Includes bibliographical references and index.

Part One Foundations for Services Marketing 1 Introduction to Services 2 Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two Focus on the Customer 3 Consumer Behavior in Services 4 Customer Expectations of Service 5 Customer Perceptions of Service Part Three Understanding Customer Requirements 6 Listening to Customers Through Research 7 Building Customer Relationships 8 Service Recovery Part Four Aligning Service Design and Standards 9 Service Development and Design 10 Customer-Defined Service Standards 11 Physical Evidence and the Servicescape Part Five delivering and Performing Service 12 Employees\' Roles in Service Delivery 13 Customers\' Roles in Service Delivery 14 Delivering Service Through Intermediaries and Electronic Channels 15 Managing Demand and Capacity Part Six Managing Service Promises 16 Integrated Services Marketing Communications 17 Pricing of Services Part Seven Service and the Bottom Line 18 The Financial and Economic Impact of Service Cases Index

This fifth edition recognizes that services present special challenges that must be identified and addressed in real circumstances. The text aims to develop strong customer relationships through quality service. It also focuses on knowledge needed to implement service strategies for competitive advantage across industries.

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