An edition of Services marketing
(1996)
Services marketing
integrating customer focus across the firm
Sixth edition. Special indian edition.
by Valarie A. Zeithaml and Mary Jo Bitner
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Previews available in: English
| Edition | Availability |
|---|---|
1
Services Marketing: Integrating Customer Focus Across the Firm
Mar 13, 2017, McGraw-Hill Education
hardcover
0078112109 9780078112102
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2
Services marketing: integrating customer focus across the firm
2013, McGraw Hill Education (India) Private Limited
in English
- Sixth edition. Special indian edition.
1259026817 9781259026812
|
aaaa
|
3
Services marketing: integrating customer focus across the firm
2009, McGraw-Hill/Irwin
in English
- 5th ed.
0073380938 9780073380933
|
zzzz
|
4
Services marketing: integrating customer focus across the firm
2003, McGraw-Hill
in English
- 3rd ed., international ed.
0071199144 9780071199148
|
zzzz
|
5
Services Marketing
August 1, 2002, McGraw Hill Higher Education
Paperback
- 3Rev Ed edition
0071199144 9780071199148
|
zzzz
|
6
Services marketing: integrating customer focus across the firm
2000, Irwin McGraw-Hill
in English
- 2nd international ed.
0071169946 9780071169943
|
zzzz
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7
|
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Book Details
Table of Contents
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.
Edition Notes
Comprend des références bibliographiques et un index.
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