Services Marketing: Integrating Customer Focus Across the Firm – Ebook PDF Instant Delivery – ISBN(s): 9780077169312,007716931X
Product details:
- ISBN-10 : 007716931X
- ISBN-13 : 978-0077169312
- Author: Valarie A. Zeithaml
Table of contents:
Part 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
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Services Marketing: Integrating Customer Focus Across the Firm – eBook PDF
