Services marketing   : integrating customer focus across the firm / 
Valarie A. Zeithaml (Author), Mary Jo Bitner (Author), Dwayne D. Gremler (Author), Martin Mende (Author) 
 - 8th edition. 
 - New York:  McGraw Hill,   c 2024. 
 - xxvi, 531p. :  ill. ;  28 cm 
<br/><br/> Includes discussion questions and exercises at the end of each chapter 
<br/><br/>Includes index (p.518-531) 
<br/><br/>Part 1: Foundations for Service Marketing1. Introduction to Services2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer3. Customer Expectations of Service4. Customer Perceptions of Service Part 3: Understanding Customer Requirements5. Listening to Customers through Research6. Managing Customer Relationships7. Service Recovery Part 4: Aligning Service Design and Standards8. Service Innovation and Design9. Customer-Defined Service Standards10. Physical Evidence and the Servicescape Part 5: Delivering and Performing Service11. Employees’ Roles in Service12. Customers’ Roles in Service13. Managing Demand and Capacity Part 6: Managing Service Promises14. Integrated Service Marketing Communications15. Pricing of Services Part 7: Service Trends: AI, Robotics, and the Bottom Line16. Artificial Intelligence and Robotics in Service17. The Financial and Economic Impact of Service 
<br/><br/><br/>eng. 
<br/><br/><label>ISBN: </label>9781266287152  TZS 110,697/= 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Services (Industrie) Marketing<br/>Customer services<br/>Managing service promises<br/>Service design and standards 
<br/><br/><label>Dewey Class. No.: </label>658.8 SER