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Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner

By: Zeithaml, Valarie A.
Contributor(s): Bitner, Mary Jo [(j.a.)].
Publisher: Boston, Mass. : McGraw-Hill/ Irwin, c2003Edition: 3rd ed.Description: xx, 668 p. : ill. ; 26 cm.ISBN: 0071199144 (pbk., Int. ed.); 0072471425.Subject(s): Customer services | Marketing | Service industries -- MarketingDDC classification: 658.8
Contents:
1. Introduction to services. - Pt. One: Focus on the customer : 2. Consumer behavior in services. 3. Customer expectations of service. 4. Customer perceptions of service. - Pt. Two: Listening to customer requirements: 5. Understanding customer expectations and perceptions through marketing research. 6. Building customer relationships. 7. Service recovery. - Pt. Three: Aligning strategy, service, design, and standards: 8. Service development and design. 9. Customer-defined service standards. 10. Physical evidence and the servicescape. - Pt. Four: Delivering and performing service: 11. Employees' roles in service delivery. 12. Customers' roles in service delivery. 13. Delivering service through intermediaries and electronic channels. 14. Managing demand and capacity. - Pt. Five: Managing service promises: 15. Integrated services marketing communications. 16. Pricing of services. - Pt. Six: The big picture-closing all the gaps: 17. The financial and economic effect of service. 18. The integrated gaps model of service quality. - Cases. - Index.
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Floor 4, Shelf 26 , Side 2, TierNo 1, BayNo 8

 658.8 ZEI (Browse shelf) 1 Available SLASx,21003,03,GR 5000097767

1. Introduction to services. - Pt. One: Focus on the customer : 2. Consumer behavior in services. 3. Customer expectations of service. 4. Customer perceptions of service. - Pt. Two: Listening to customer requirements: 5. Understanding customer expectations and perceptions through marketing research. 6. Building customer relationships. 7. Service recovery. - Pt. Three: Aligning strategy, service, design, and standards: 8. Service development and design. 9. Customer-defined service standards. 10. Physical evidence and the servicescape. - Pt. Four: Delivering and performing service: 11. Employees' roles in service delivery. 12. Customers' roles in service delivery. 13. Delivering service through intermediaries and electronic channels. 14. Managing demand and capacity. - Pt. Five: Managing service promises: 15. Integrated services marketing communications. 16. Pricing of services. - Pt. Six: The big picture-closing all the gaps: 17. The financial and economic effect of service. 18. The integrated gaps model of service quality. - Cases. - Index.

Business Studies : 9707