Zeithaml, Valarie A. <br/><br/>
Services marketing :integrating customer focus across the firm. / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 4th ed. 
 - Boston :  McGraw-Hill/Irwin,  c2006. 
 - xxvii, 708 p. :  ill., map ;  27 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0072961945 (alk. paper) 
<br/><br/><label>LCCN: </label>2004065642 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing.<br/>Customer services.<br/>Marketing.
<br/><br/><label>LC Class. No.: </label>HD9980.5.Z45  
<br/><br/><label>Dewey Class. No.: </label>658.8