TY  - BOOK
AU  - Zeithaml, Valarie A. 
AU  - Jo Bitner,  Mary 
AU  - Gremler, Dwayne D. 
AU  -  Mende, Martin
TI  - Services marketing : : integrating customer focus across the firm 
SN  - 9781266287152
U1  - 658.8 SER 
PY  - 2024///
CY  - New York
PB  - McGraw Hill, 
KW  - Services (Industrie) Marketing
KW  - Customer services
KW  - Managing service promises
KW  - Service design and standards
N1  - Includes discussion questions and exercises at the end of each chapter; Includes index (p.518-531); 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
ER  -