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Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml (Author), Mary Jo Bitner (Author), Dwayne D. Gremler (Author), Martin Mende (Author)

Contributor(s): Material type: TextTextPublication details: New York: McGraw Hill, c 2024.Edition: 8th editionDescription: xxvi, 531p. : ill. ; 28 cmISBN:
  • 9781266287152
Subject(s): DDC classification:
  • 658.8 SER
Contents:
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
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Item type Current library Home library Call number Copy number Status Barcode
Book Mzumbe University Main Campus Library Mzumbe University Main Campus Library 658.8 SER (Browse shelf(Opens below)) 2 Available 0087070
Total holds: 0

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

eng.

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