Services Marketing: Integrating Customer Focus Across the Firm by Valarie A. ZeithamlServices Marketing: Integrating Customer Focus Across the Firm by Valarie A. Zeithaml

Services Marketing: Integrating Customer Focus Across the Firm

byValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

Hardcover | March 13, 2017

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"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"--"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"--
Title:Services Marketing: Integrating Customer Focus Across the FirmFormat:HardcoverDimensions:10.4 × 8.4 × 1.02 inPublished:March 13, 2017Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0078112109

ISBN - 13:9780078112102

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Table of Contents

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