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

By: Contributor(s): Material type: TextPublication details: New York: McGraw-Hill Irwin, 2013.Edition: 6th edDescription: xxvii, 642 p. : ill. ; 26 cm.cmISBN:
  • 9780071086967
  • 007108696X
Subject(s): DDC classification:
  • 658.8 23
LOC classification:
  • HD9980.5.Z45
Online resources:
Contents:
Contents: 1. Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- 2. Focus on the customer: Customer expectations of service -- Customer perceptions of service -- 3. Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- 4. Aligning service design and standards: Service innovation and design -- Customer-defined service standards -- Physical evidence and the servicescape -- 5. Delivering and performing service: Employees' roles in service delivery -- Customers' roles in service delivery -- Managing demand and capacity -- 6. Managing service promises: Integrated service marketing communications -- Pricing of services -- 7. Service and the bottom line: The financial and economic impact of service --
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Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY General Stacks WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY HD9980.5.Z45(6e) (Browse shelf(Opens below)) 1 Available K/1562/1562/19
Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY General Stacks WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY HD9980.5.Z451(6e) (Browse shelf(Opens below)) 2 Available K/1563/1563/19
Books WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY General Stacks WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA KUMASI LIBRARY HD9980.5.Z452(6e) (Browse shelf(Opens below)) 3 Available K/1564/1564/19

Includes bibliographical references and index.

Contents: 1. Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- 2. Focus on the customer: Customer expectations of service -- Customer perceptions of service -- 3. Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- 4. Aligning service design and standards: Service innovation and design -- Customer-defined service standards -- Physical evidence and the servicescape -- 5. Delivering and performing service: Employees' roles in service delivery -- Customers' roles in service delivery -- Managing demand and capacity -- 6. Managing service promises: Integrated service marketing communications -- Pricing of services -- 7. Service and the bottom line: The financial and economic impact of service --

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