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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.

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