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Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml (University of North Carolina at Chapel Hill), Mary Jo Bitner (Arizona State University), Dwayne D. Gremler (Bowling Green State University)

By: Contributor(s): Resource type: Ressourcentyp: BuchBookLanguage: English Publisher: New York, NY : McGraw-Hill Education, [2017]Copyright date: © 2018Edition: Seventh editionDescription: xxviii, 514 Seiten : IllustrationenISBN:
  • 0078112109
  • 9780078112102
Subject(s): Genre/Form: DDC classification:
  • 658.8 23
RVK: RVK: QQ 250 | QR 560LOC classification:
  • HD9980.5
Summary: "This text is for students and business people who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. Manufacturing and product-dominant companies that, in the past, have depended on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages"--Summary: "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. View Table of Contents and Features below for more information"--Summary: Machine generated contents note: <strong>Part 1: Foundations for Services Marketing</strong> Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality <strong>Part 2: Focus on the Customer</strong> Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service <strong>Part 3: Understanding Customer Requirements</strong> Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery <strong>Part 4: Aligning Service Design and Standards</strong> Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape <strong>Part 5: Delivering and Performing Service</strong> Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity <strong>Part 6: Managing Service Promises</strong> Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services <strong>Part 7: Service and the Bottom Line</strong> Chapter 16: The Financial and Economic Impact of Service CASESCall number: Grundsignatur: 2019 E 411(7)PPN: PPN: 877051585
Holdings
Item type Home library Collection Shelving location Call number Status Barcode
Freihandbestand ausleihbar Fachbibliothek DHBW Karlsruhe wirt 5.2 Bibliothek / frei aufgestellt 2019 E 411(7) Available 53377314090
Total holds: 0
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