TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm. 
SN  - 9780071086967
AV  - HD9980.5.Z45  
U1  - 658.8 23
PY  - 2013///
CY  - New York
PB  - McGraw-Hill Irwin
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - 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 --
UR  - http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html
UR  - http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html
ER  -