02418cam a22003614a 4500 13812899 20210414113932.0 041213s2006 mauab b 001 0 eng 2004065642 0072961945 (alk. paper) DLC DLC DLC pcc HD9980.5.Z45 658.8 22 Zeithaml, Valarie A. Services marketing :integrating customer focus across the firm. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 4th ed. Boston : McGraw-Hill/Irwin, c2006. xxvii, 708 p. : ill., map ; 27 cm. Includes bibliographical references and index. Contents: Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- Focus on the consumer: Consumer behaviour in services -- Customer expectations of service -- Customer perceptions of service -- Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- Aligning service design and standards: Service development and design -- Customer-defined service standards -- Physical evidence and the servicescape -- Delivering and performing service: Employee's roles in service delivery -- Customers' roles in services delivery -- Delivering service through intermediaries and electronic channels -- Managing demand and capacity -- Managing service promises: Intergrated services marketing communications -- Pricing of services -- Service and the bottom line: The Financial and economic impact of service. Service industries Marketing. Customer services. Marketing. Bitner, Mary Jo. Gremler, Dwayne D. Publisher description http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html 7 cbc orignew 1 ocip 20 y-gencatlg lcc BK 798 8298 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.Z45 1974/12 2012-04-30 00:00:00 1 2012-04-30 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.Z451 1975/12 2012-04-30 00:00:00 2 2012-04-30 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.Z452 1976/12 2012-04-30 00:00:00 3 2012-04-30 BK