- Zeithaml, Valarie A.
- Bitner, Mary Jo
- Gremler, Dwayne D.
- Service industries -- Marketing
- Customer services
- 0071263934 (pbk.) :
- 9780071263931 (pbk.)
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- Previous ed.: 2006.
- Includes bibliographical references and index.
- 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
University of Huddersfield Library Catalogue