Services marketing : integrating customer focus across the firm
Author(s)
Bibliographic Information
Services marketing : integrating customer focus across the firm
McGraw-Hill/Irwin, c2006
4th ed
Available at 7 libraries
  Aomori
  Iwate
  Miyagi
  Akita
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  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
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  Shiga
  Kyoto
  Osaka
  Hyogo
  Nara
  Wakayama
  Tottori
  Shimane
  Okayama
  Hiroshima
  Yamaguchi
  Tokushima
  Kagawa
  Ehime
  Kochi
  Fukuoka
  Saga
  Nagasaki
  Kumamoto
  Oita
  Miyazaki
  Kagoshima
  Okinawa
  Korea
  China
  Thailand
  United Kingdom
  Germany
  Switzerland
  France
  Belgium
  Netherlands
  Sweden
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  United States of America
Note
Includes index
Description and Table of Contents
Description
Services Marketing, 4/e, by Zeithaml and Bitner provides a comprehensive review and analysis of services marketing issues, practice, and strategy. Utilizing the GAPS Model of Service Quality as an organizing framework the structure of the text offers part openers that sequentially build the model gap by gap. Each part of the book includes multiple chapters with strategies for understanding and closing the critical gaps. Customer behavior, expectations, and perceptions are discussed early in the text to form the basis for understanding services marketing strategy and the managerial content, in the rest of the text, is framed by the GAPS model. Additionally, the authors continue to refine conceptual frameworks for developing effective services marketing strategy and have incorporated more coverage of the use of technology and business-to-business applications in this edition.
Table of Contents
PART ONE: FOUNDATIONS FOR SERVICES MARKETINGChapter 1. Introduction to ServicesChapter 2. Conceptual Framework for the Book: The Gaps Model of Service QualityPART TWO: FOCUS ON THE CUSTOMERChapter 3. Consumer Behavior in ServicesChapter 4. Customer Expectations in ServicesChapter 5. Customer Perceptions in ServicesPART THREE: UNDERSTANDING CUSTOMER REQUIREMENTSChapter 6. Listening to Customers through ResearchChapter 7. Building Customer RelationshipsChapter 8. Service RecoveryPART FOUR: ALIGNING STRATEGY, SERVICE DESIGN, AND STANDARDSChapter 9. Service Development and DesignChapter 10. Customer-Defined Service StandardsChapter 11. Physical Evidence and the ServicescapePART FIVE: DELIVERING AND PERFORMING SERVICEChapter 12. Employees' Roles in Service DeliveryChapter 13. Customers' Roles in Service DeliveryChapter 14. Delivering Service through Intermediaries and Electronic Channels Chapter 15. Managing Demand and CapacityPART SIX: MANAGING SERVICE PROMISESChapter 16. Integrated Services Marketing CommunicationsChapter 17. Pricing of ServicesPART SEVEN: OUTCOMES OF SERVICE INVESTMENTSChapter 18. The Financial and Economic Effect of Services CASES
by "Nielsen BookData"