Services Marketing Integrating Customer Focus by Bitner Zeithaml Gremler 2017 Hardcover-image
Services Marketing Integrating Customer Focus by Bitner Zeithaml Gremler 2017 Hardcover-image

Services Marketing Integrating Customer Focus by Bitner Zeithaml Gremler 2017 Hardcover

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ISBN-10: 0078112109 Item Weight: 41.9 Oz ISBN-13: 9780078112102 Illustrated: Yes Publication Year: 2017 Dewey Edition: 21 Publication Name: Services Marketing: Integrating Customer Focus Across the Firm Item Width: 8.2 in brand: Mcgraw-Hill Education Intended Audience: College Audience Item Length: 10.3 in Number of Pages: 544 Pages gtin13: 9780078112102 LCCN: 2016-059704 Type: Textbook LC Classification Number: HD9980.5.Z45 2017 Language: English Grade To: College Freshman Format: Hardcover Author: Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler Table Of Content: Part 1: Foundations for Services Marketing Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service Part 3: Understanding Customer Requirements Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery Part 4: Aligning Service Design and Standards Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape Part 5: Delivering and Performing Service Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity Part 6: Managing Service Promises Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services Part 7: Service and the Bottom Line Chapter 16: The Financial and Economic Impact of Service Synopsis: Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information. Dewey Decimal: 658.8 Subject: Marketing / General, Industries / Service, Customer Relations Publisher: Mcgraw-Hill Education Item Height: 1 in Grade From: College Freshman Subject Area: Business & Economics Edition Number: 7

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