Services marketing : integrating customer focus across the firm.

• Zeithaml, Valarie A.
• Bitner, Mary Jo
• Gremler, Dwayne D.

• Service industries -- Marketing
• Customer services

• McGraw-Hill,

• 0071244964 (pbk.)

• Previous ed.: Boston, Mass.: McGraw-Hill/Irwin, 2003.
• Includes bibliographical references and index.
• PART ONE: FOUNDATIONS FOR SERVICES MARKETING -- Chapter 1. Introduction to Services -- Chapter 2. Conceptual Framework for the Book: The Gaps Model of Service Quality -- PART TWO: FOCUS ON THE CUSTOMER -- Chapter 3. Consumer Behavior in Services -- Chapter 4. Customer Expectations in Services -- Chapter 5. Customer Perceptions in Services -- PART THREE: UNDERSTANDING CUSTOMER REQUIREMENTS -- Chapter 6. Listening to Customers through Research -- Chapter 7. Building Customer Relationships -- Chapter 8. Service Recovery -- PART FOUR: ALIGNING STRATEGY, SERVICE DESIGN, AND STANDARDS -- Chapter 9. Service Development and Design -- Chapter 10. Customer-Defined Service Standards -- Chapter 11. Physical Evidence and the Servicescape -- PART FIVE: DELIVERING AND PERFORMING SERVICE -- Chapter 12. Employees' Roles in Service Delivery -- Chapter 13. Customers' Roles in Service Delivery -- Chapter 14. Delivering Service through Intermediaries and Electronic Channels -- Chapter 15. Managing Demand and Capacity -- PART SIX: MANAGING SERVICE PROMISES -- Chapter 16. Integrated Services Marketing Communications -- Chapter 17. Pricing of Services -- PART SEVEN: OUTCOMES OF SERVICE INVESTMENTS -- Chapter 18. The Financial and Economic Effect of Services -- CASES.

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