000 02418cam a22003614a 4500
001 13812899
005 20210414113932.0
008 041213s2006 mauab b 001 0 eng
010 _a 2004065642
020 _a0072961945 (alk. paper)
040 _aDLC
_cDLC
_dDLC
042 _apcc
050 0 0 _aHD9980.5.Z45
082 0 0 _a658.8
_222
100 1 _aZeithaml, Valarie A.
245 1 0 _aServices marketing :integrating customer focus across the firm. /
_cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250 _a4th ed.
260 _aBoston :
_bMcGraw-Hill/Irwin,
_cc2006.
300 _axxvii, 708 p. :
_bill., map ;
_c27 cm.
504 _aIncludes bibliographical references and index.
505 _aContents: 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.
650 0 _aService industries
_xMarketing.
650 0 _aCustomer services.
650 0 _aMarketing.
700 1 _aBitner, Mary Jo.
700 1 _aGremler, Dwayne D.
856 4 2 _3Publisher description
_uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html
856 4 1 _3Table of contents only
_uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html
856 4 2 _3Contributor biographical information
_uhttp://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html
906 _a7
_bcbc
_corignew
_d1
_eocip
_f20
_gy-gencatlg
942 _2lcc
_cBK
999 _c798
_d8298