Services marketing : integrating customer focus across the firm
著者
書誌事項
Services marketing : integrating customer focus across the firm
(McGraw-Hill international editions)
McGraw-Hill/Irwin, 2009
5th ed
大学図書館所蔵 全8件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes index
内容説明・目次
内容説明
Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
目次
Part One Foundations for Services Marketing 1 Introduction to Services 2 Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two Focus on the Customer 3 Consumer Behavior in Services 4 Customer Expectations of Service 5 Customer Perceptions of Service Part Three Understanding Customer Requirements 6 Listening to Customers Through Research 7 Building Customer Relationships 8 Service Recovery Part Four Aligning Service Design and Standards 9 Service Development and Design 10 Customer-Defined Service Standards 11 Physical Evidence and the Servicescape Part Five 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 Six Managing Service Promises 16 Integrated Services Marketing Communications 17 Pricing of Services Part Seven Service and the Bottom Line 18 The Financial and Economic Impact of Service Cases Index
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