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Services Marketing: Integrating Customer Focus Across Firm; 7th Ed; Spiral Bound
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Located in: Shafter, California, United States
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Estimated between Thu, 30 May and Tue, 4 Jun to 43230
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eBay item number:176362739006
Item specifics
- Condition
- Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See all condition definitionsopens in a new window or tab
- Book Title
- Services Marketing: Integrating Customer Focus Across the Firm Ha
- ISBN
- 9780078112102
- Publication Year
- 2017
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Publication Name
- Services Marketing: Integrating Customer Focus Across the Firm
- Item Height
- 1in
- Item Length
- 10.3in
- Publisher
- Mcgraw-Hill Education
- Item Width
- 8.2in
- Item Weight
- 41.9 Oz
- Number of Pages
- 544 Pages
About this product
Product Information
Zeithaml'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.
Product Identifiers
Publisher
Mcgraw-Hill Education
ISBN-10
0078112109
ISBN-13
9780078112102
eBay Product ID (ePID)
220479811
Product Key Features
Publication Name
Services Marketing: Integrating Customer Focus Across the Firm
Format
Hardcover
Language
English
Publication Year
2017
Type
Textbook
Number of Pages
544 Pages
Dimensions
Item Length
10.3in
Item Height
1in
Item Width
8.2in
Item Weight
41.9 Oz
Additional Product Features
Lc Classification Number
Hd9980.5.Z45 2017
Grade from
College Freshman
Grade to
College Freshman
Edition Number
7
Table of Content
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
Copyright Date
2018
Topic
Marketing / General, Industries / Service, Customer Relations
Lccn
2016-059704
Dewey Decimal
658.8
Intended Audience
College Audience
Dewey Edition
21
Illustrated
Yes
Genre
Business & Economics
Item description from the seller
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eBay item number:176362739006
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