TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm
SN  - 9780078112058 (hbk.) :
AV  - HD9980.5 .Z45 2012
U1  - 658.8 ZEI 
PY  - 2012///
CY  - New York, London
PB  - McGraw-Hill Higher Education, McGraw-Hill [distributor]
KW  - Service industries
KW  - Marketing
KW  - Customer services
KW  - Business and Management
KW  - ukslc
KW  - Business & Management
KW  - thema
KW  - Sales & marketing
KW  - Hospitality & service industries
N1  - Previous ed.: 2009; Includes bibliographical references and index; 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 perception of service -- Part 3.Understanding customer requirements -- 5.Listening to customers through research -- 6.Building customer relationships -- 7.Service recover -- Part 4.Aligning service design and standards -- 9.Customer-defined service standards -- 10.Physical evidence and the servicescape -- Part 5.Delivering and performing service -- 11.Employee\'s roles in service delivery -- 13.Customers\' roles in service delivery -- 13.Managing demand and capacity -- Part 6.Managing service promises -- 14.Integrated service marketing communications -- 15.Pricing of services -- Part 7.Service and the bottom line -- 16.The financial and economic impact of service
N2  - This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model
ER  -