TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing :integrating customer focus across the firm.
SN  - 0072961945 (alk. paper)
AV  - HD9980.5.Z45  
U1  - 658.8 22
PY  - 2006///
CY  - Boston
PB  - McGraw-Hill/Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - 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
UR  - http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html
UR  - http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html
ER  -