Search Home

Select Language    
Browse

Search Terms:
Database:


Keyword

Search Terms:
Database:


Advanced Search
Heading Keyword
Expert
Broadcast
Reserve

Set Session Filters
Active Filter Settings
No Active Filters


Cart
There are 0 titles in your cart.
Save Session
Close Session

Search History
Bib ID: 158729

Recommended Reading

Item List

First record | Previous record | Next record | Last record

Full | Items(1) | MARC

You searched Book & Serials - Bib ID: 158729
DC Call No. 658.8 Z48S 2018
ISBN 9781260083521 (pbk.)
Author Zeithaml, Valarie A.
Title Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
Edition 7th ed., International ed.
Imprint New York, N.Y. : McGraw-Hill Education, c2018.
Physical Description xxviii, 514 p. : ill., charts.
Content Note Part 1. Foundations for services marketing. 1, Introduction to services. 2, Conceptual framework of the book: the gaps model of service quality -- Part 2. Focus on the customer. 3, Customer expectations of service. 4, Customer perceptions of service -- Part 3. Understanding customer requirements. 5, Listening to customers through research. 6, Building customer relationships. 7, Service recovery -- Part 4. Aligning service design and standards. 8, Service innovation and design. 9, Customer-defined service standards. 10, Physical evidence and the servicescape -- Part 5. Delivering and performing service. 11, Employees' roles in service. 12, Customers' roles in service. 13, Managing demand and capacity -- Part 6. Managing service promises. 14, Integrated service marketing communications. 15, Pricing of services -- Part 7. Service and the bottom line. 16, The financial and economic impact of service.
Subject Service industries -- Marketing
Subject Customer services
Subject Marketing
Added Author Bitner, Mary Jo
Added Author Gremler, Dwayne D.
Checked Out 0 On Reserve 0
Available 1 Requested 0
On Hold 0 Other 0
Total Items 1
Unsatisfied Requests 0 Total Requests 0
Items 1 - 1 / 1
1 Add record to cart
Call Number 658.8 Z48S 2018
Location CL_General Book
Copy 1
Status Available
Item Number 1000188934

Copyright © 2016 VTLS Inc. All rights reserved.

Visitor Counts :  website counter