000 02385cam a22003974a 4500
001 17081417
003 OSt
005 20211119134326.0
008 111212s2013 nyua b 001 0 eng
010 _a 2011051073
020 _a9780071086967
020 _a007108696X
035 _a(OCoLC)ocn768480373
040 _aDLC
_beng
_cDLC
_dYDXCP
_dBTCTA
_dC#P
_dCDX
_dDLC
042 _apcc
050 0 0 _aHD9980.5.Z45
082 0 0 _a658.8
_223
100 1 _aZeithaml, Valarie A.
245 1 0 _aServices marketing:
_bintegrating customer focus across the firm. /
_cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250 _a6th ed.
260 _aNew York:
_bMcGraw-Hill Irwin,
_c2013.
300 _axxvii, 642 p. :
_bill. ;
_c26 cm.cm.
504 _aIncludes bibliographical references and index.
505 _aContents: 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 --
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 _3Contributor biographical information
_uhttp://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html
856 4 2 _3Publisher description
_uhttp://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
856 4 1 _3Table of contents only
_uhttp://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html
906 _a7
_bcbc
_corignew
_d1
_eecip
_f20
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942 _2lcc
_cBK
999 _c8050
_d15550