02385cam a22003974a 4500 17081417 OSt 20211119134326.0 111212s2013 nyua b 001 0 eng 2011051073 9780071086967 007108696X (OCoLC)ocn768480373 DLC eng DLC YDXCP BTCTA C#P CDX DLC pcc HD9980.5.Z45 658.8 23 Zeithaml, Valarie A. Services marketing: integrating customer focus across the firm. / Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 6th ed. New York: McGraw-Hill Irwin, 2013. xxvii, 642 p. : ill. ; 26 cm.cm. 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 -- Service industries Marketing. Customer services. Marketing. Bitner, Mary Jo. Gremler, Dwayne D. Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html Publisher description http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html Table of contents only http://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK 8050 15550 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 HD9980.5.Z45(6e) K/1562/1562/19 2021-11-19 00:00:00 1 2021-11-19 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 0 HD9980.5.Z451(6e) K/1563/1563/19 2021-11-19 00:00:00 2 2021-11-19 BK 0 0 lcc 0 0 WIUC-KL WIUC-KL GEN 2019-11-07 0 HD9980.5.Z452(6e) K/1564/1564/19 2021-11-19 00:00:00 3 2021-11-19 BK