Zeithaml, Valarie A. <br/><br/>
Services marketing:  integrating customer focus across the firm. / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 6th ed. 
 - New York:  McGraw-Hill Irwin,  2013. 
 - xxvii, 642 p. :  ill. ;  26 cm.cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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 --  
<br/><br/><label>ISBN: </label>9780071086967 007108696X 
<br/><br/><label>LCCN: </label>2011051073 
<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