Zeithaml, Valarie A. creator Bitner, Mary Jo. Gremler, Dwayne D. text bibliography mau Boston McGraw-Hill/Irwin c2006 2006 4th ed. monographic eng

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xxvii, 708 p. : ill., map ; 27 cm. 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. Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. Includes bibliographical references and index. Service industries Marketing Customer services Marketing HD9980.5.Z45 658.8 0072961945 (alk. paper) 2004065642 http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html DLC 041213 20210414113932.0 13812899