integrating customer focus across the firm Zeithaml, Valarie A. creator Bitner, Mary Jo. Gremler, Dwayne D. text bibliography nyu New York McGraw-Hill Irwin 2013 6th ed. monographic eng

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xxvii, 642 p. : ill. ; 26 cm.cm. 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 -- 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 9780071086967 007108696X 2011051073 http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html http://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html http://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html DLC 111212 20211119134326.0 17081417 eng