Services marketing :integrating customer focus across the firm. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
Material type: TextPublisher: Boston : McGraw-Hill/Irwin, c2006Edition: 4th edDescription: xxvii, 708 p. : ill., map ; 27 cmISBN: 0072961945 (alk. paper)Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5.Z45 Online resources: Publisher description | Table of contents only | Contributor biographical informationItem type | Current location | Home library | Call number | Copy number | Status | Date due | Barcode |
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Books | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY General Stacks | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HD9980.5.Z45 (Browse shelf) | 1 | Available | 1974/12 | |
Books | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY General Stacks | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HD9980.5.Z451 (Browse shelf) | 2 | Available | 1975/12 | |
Books | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY General Stacks | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | HD9980.5.Z452 (Browse shelf) | 3 | Available | 1976/12 |
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Includes bibliographical references and index.
Contents: Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- Focus on the consumer: Consumer behaviour in services -- Customer expectations of service -- Customer perceptions of service -- Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- Aligning service design and standards: Service development and design -- Customer-defined service standards -- Physical evidence and the servicescape -- Delivering and performing service: Employee's roles in service delivery -- Customers' roles in services delivery -- Delivering service through intermediaries and electronic channels -- Managing demand and capacity -- Managing service promises: Intergrated services marketing communications -- Pricing of services -- Service and the bottom line: The Financial and economic impact of service.
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