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Services Marketing: Integrating Customer Focus Across the Firm by Mary Jo Bitner, Valarie A. Zeithaml and Dwayne D. Gremler (2017, Hardcover)
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PAPERBACK EDITION. We would be glad to answer any of your queries. � CD or Access code is not available unless stated for book. � The Book is printed in English.
- ¡Cómpralo ya!Services Marketing Integrating Customer Focus by Valarie A Paperback
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Product Identifiers
PublisherMcgraw-Hill Education
ISBN-100078112109
ISBN-139780078112102
eBay Product ID (ePID)220479811
Product Key Features
Number of Pages544 Pages
LanguageEnglish
Publication NameServices Marketing: Integrating Customer Focus Across the Firm
SubjectMarketing / General, Industries / Service, Customer Relations
Publication Year2017
TypeTextbook
AuthorMary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler
Subject AreaBusiness & Economics
FormatHardcover
Dimensions
Item Height1 in
Item Weight41.9 Oz
Item Length10.3 in
Item Width8.2 in
Additional Product Features
Edition Number7
Intended AudienceCollege Audience
LCCN2016-059704
Dewey Edition21
Grade FromCollege Freshman
IllustratedYes
Grade ToCollege Freshman
Dewey Decimal658.8
Table Of ContentPart 1: Foundations for Services Marketing Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service Part 3: Understanding Customer Requirements Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery Part 4: Aligning Service Design and Standards Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape Part 5: Delivering and Performing Service Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity Part 6: Managing Service Promises Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services Part 7: Service and the Bottom Line Chapter 16: The Financial and Economic Impact of Service
SynopsisZeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information.
LC Classification NumberHD9980.5.Z45 2017
