Services marketing : integrating customer focus across the firm
Author(s)
Bibliographic Information
Services marketing : integrating customer focus across the firm
McGraw Hill, c2024
8th ed., international student ed
Available at 1 libraries
  Aomori
  Iwate
  Miyagi
  Akita
  Yamagata
  Fukushima
  Ibaraki
  Tochigi
  Gunma
  Saitama
  Chiba
  Tokyo
  Kanagawa
  Niigata
  Toyama
  Ishikawa
  Fukui
  Yamanashi
  Nagano
  Gifu
  Shizuoka
  Aichi
  Mie
  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
  Norway
  United States of America
Note
"This international student edition is for use outside of the U. S." -- On cover
Includes index
Description and Table of Contents
Description
Zeithaml/Bitner/Gremler, 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.
* Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.
* New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing.
* New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.
* McGraw Hill's Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development.
Table of Contents
Table of Contents
Part 1: Foundations for Service 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. Managing 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 Trends: AI, Robotics, and the Bottom Line
16. Artificial Intelligence and Robotics in Service
17. The Financial and Economic Impact of Service
by "Nielsen BookData"