Services Marketing
5th Edition
Published on 23. May 2008
Book
Hardback
736 pages
978-0-07-338093-3 (ISBN)
Description
"Services Marketing, 5/e", recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
More details
Edition
5th Revised edition
Language
English
Place of publication
London
United States
Publishing group
McGraw-Hill Education - Europe
Target group
Professional and scholarly
Edition type
Revised edition
Dimensions
Height: 256 mm
Width: 215 mm
Thickness: 27 mm
Weight
1471 gr
ISBN-13
978-0-07-338093-3 (9780073380933)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Valarie Zeithaml | Mary Jo Bitner | Dwayne Gremler
Services Marketing
Book
07/2005
4th Edition
McGraw-Hill Professional
€51.98
Article exhausted; check for reprint
Persons
Valarie Zeithaml e docente di marketing presso la University of North Carolina. Mary Jo Bitner e docente di marketing e gestione dei servizi presso la Arizona State University. Dwayne D. Gremler e docente di marketing presso la Bowling Green State Univerity.
Content
Part One Foundations for Services Marketing 1 Introduction to Services 2 Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two Focus on the Customer 3 Consumer Behavior in Services 4 Customer Expectations of Service 5 Customer Perceptions of Service Part Three Understanding Customer Requirements 6 Listening to Customers Through Research 7 Building Customer Relationships 8 Service Recovery Part Four Aligning Service Design and Standards 9 Service Development and Design 10 Customer-Defined Service Standards 11 Physical Evidence and the Servicescape Part Five delivering and Performing Service 12 Employees' Roles in Service Delivery 13 Customers' Roles in Service Delivery 14 Delivering Service Through Intermediaries and Electronic Channels 15 Managing Demand and Capacity Part Six Managing Service Promises 16 Integrated Services Marketing Communications 17 Pricing of Services Part Seven Service and the Bottom Line 18 The Financial and Economic Impact of Service Cases Index