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SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE By Valarie A. Zeithaml
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SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE By Valarie A. Zeithaml
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Sep 25, 12:20Sep 25, 12:20
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SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE By Valarie A. Zeithaml

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ApproximatelyRM 96.71
Condition:
Very Good
“Book is in Very Good Condition.  Text will be unmarked.  May show some signs of use or wear. Will ”... Read moreabout condition
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    eBay item number:187546331411
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    Item specifics

    Condition
    Very Good
    A book that has been read but is in excellent condition. No obvious damage to the cover, with the dust jacket included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear. See all condition definitionsopens in a new window or tab
    Seller Notes
    “Book is in Very Good Condition.  Text will be unmarked.  May show some signs of use or wear. Will ...
    ISBN-10
    0078112109
    Book Title
    Services Marketing: Integrating Customer Focus Across the Firm
    ISBN
    9780078112102
    Category

    About this product

    Product Identifiers

    Publisher
    Mcgraw-Hill Education
    ISBN-10
    0078112109
    ISBN-13
    9780078112102
    eBay Product ID (ePID)
    220479811

    Product Key Features

    Number of Pages
    544 Pages
    Language
    English
    Publication Name
    Services Marketing: Integrating Customer Focus Across the Firm
    Subject
    Marketing / General, Industries / Service, Customer Relations
    Publication Year
    2017
    Type
    Textbook
    Author
    Mary Jo Bitner, Valarie A. Zeithaml, Dwayne D. Gremler
    Subject Area
    Business & Economics
    Format
    Hardcover

    Dimensions

    Item Height
    1 in
    Item Weight
    41.9 Oz
    Item Length
    10.3 in
    Item Width
    8.2 in

    Additional Product Features

    Edition Number
    7
    Intended Audience
    College Audience
    LCCN
    2016-059704
    Dewey Edition
    21
    Grade From
    College Freshman
    Illustrated
    Yes
    Grade To
    College Freshman
    Dewey Decimal
    658.8
    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
    Synopsis
    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.
    LC Classification Number
    HD9980.5.Z45 2017

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