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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: TextTextPublisher: New York: McGraw-Hill Irwin, 2013Edition: 6th edDescription: xxvii, 642 p. : ill. ; 26 cm.cmISBN: 9780071086967; 007108696XSubject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5.Z45 Online resources: Contributor biographical information | Publisher description | Table of contents only
Contents:
Contents: 1. Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- 2. Focus on the customer: Customer expectations of service -- Customer perceptions of service -- 3. Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- 4. Aligning service design and standards: Service innovation and design -- Customer-defined service standards -- Physical evidence and the servicescape -- 5. Delivering and performing service: Employees' roles in service delivery -- Customers' roles in service delivery -- Managing demand and capacity -- 6. Managing service promises: Integrated service marketing communications -- Pricing of services -- 7. Service and the bottom line: The financial and economic impact of service --
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Books Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
General Stacks 		WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
HD9980.5.Z45(6e) (Browse shelf) 1 Available K/1562/1562/19
Books Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
General Stacks 		WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
HD9980.5.Z451(6e) (Browse shelf) 2 Available K/1563/1563/19
Books Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
General Stacks 		WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY
HD9980.5.Z452(6e) (Browse shelf) 3 Available K/1564/1564/19

Includes bibliographical references and index.

Contents: 1. Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- 2. Focus on the customer: Customer expectations of service -- Customer perceptions of service -- 3. Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- 4. Aligning service design and standards: Service innovation and design -- Customer-defined service standards -- Physical evidence and the servicescape -- 5. Delivering and performing service: Employees' roles in service delivery -- Customers' roles in service delivery -- Managing demand and capacity -- 6. Managing service promises: Integrated service marketing communications -- Pricing of services -- 7. Service and the bottom line: The financial and economic impact of service --

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