| Title : | Services marketing : integrating customer focus across the firm / | | Material Type: | printed text | | Authors: | Valarie A. Zeithaml ; Mary Jo Bitner ; Dwayne D. Gremler | | Edition statement: | 5th ed. | | Publisher: | Boston, MA : McGraw-Hill Irwin | | Publication Date: | 2009 | | Pagination: | xxviii, 708 p. | | Layout: | ill., map | | Size: | 26 cm | | ISBN (or other code): | 978-0-07-338093-3 | | Class number: | 658.8 | | Abstract: | This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model. | | Contents note: | About the Authors; Preface;
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. Consumer Behavior in Services, 4. Customer Expectations of Service, 5. Customer Perceptions of Service
Part 3 Understanding Customer Requirements - 6. Listening to Customers through Research, 7. Building Customer Relationships, 8. Service Recovery
Part 4 Aligning Service Design and Standards - 9. Service Innovation and Design, 10. Customer-Defined Service Standards, 11. Physical Evidence and the Servicescape
Part 5 Delivering and Performing Service - 12. Employees' Roles in Service Delivery, 13. Customers' Roles in Service Delivery, 14. Delivering Service through Intermediaries and Electronic Channels, 15. Managing Demand and Capacity
Part 6 Managing Service Promises - 16. Integrated Services Marketing Communications, 17. Pricing of Services
Part 7 Service and the Bottom Line - 18. The Financial and Economic Impact of Service
Cases: People, Service, and Profit at Jyske Bank; Merrill Lynch: Supernova; JetBlue: High-Flying Airline Melts Down in Ice Storm; Giordano: Positioning for International Expansion; Shouldice Hospital Limited (Abridged); Hong Kong Disneyland; Virgin mobile USA: Pricing for the Very First Time; Using Services Marketing to Develop and Deliver Integrated Solutions at Caterpillar LACD.
Photo Credits; Index |
Services marketing : integrating customer focus across the firm / [printed text] / Valarie A. Zeithaml ; Mary Jo Bitner ; Dwayne D. Gremler . - 5th ed. . - Boston, MA : McGraw-Hill Irwin, 2009 . - xxviii, 708 p. : ill., map ; 26 cm. ISBN : 978-0-07-338093-3 | Class number: | 658.8 | | Abstract: | This textbook provides a comprehensive review and analysis of services marketing issues, practice and strategy. Customer behaviour, expectations and perceptions are discussed early on in the text to form the basis for understanding services marketing strategy later on, and the managerial content is framed by the GAPS model. | | Contents note: | About the Authors; Preface;
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. Consumer Behavior in Services, 4. Customer Expectations of Service, 5. Customer Perceptions of Service
Part 3 Understanding Customer Requirements - 6. Listening to Customers through Research, 7. Building Customer Relationships, 8. Service Recovery
Part 4 Aligning Service Design and Standards - 9. Service Innovation and Design, 10. Customer-Defined Service Standards, 11. Physical Evidence and the Servicescape
Part 5 Delivering and Performing Service - 12. Employees' Roles in Service Delivery, 13. Customers' Roles in Service Delivery, 14. Delivering Service through Intermediaries and Electronic Channels, 15. Managing Demand and Capacity
Part 6 Managing Service Promises - 16. Integrated Services Marketing Communications, 17. Pricing of Services
Part 7 Service and the Bottom Line - 18. The Financial and Economic Impact of Service
Cases: People, Service, and Profit at Jyske Bank; Merrill Lynch: Supernova; JetBlue: High-Flying Airline Melts Down in Ice Storm; Giordano: Positioning for International Expansion; Shouldice Hospital Limited (Abridged); Hong Kong Disneyland; Virgin mobile USA: Pricing for the Very First Time; Using Services Marketing to Develop and Deliver Integrated Solutions at Caterpillar LACD.
Photo Credits; Index |
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