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Services marketing: integrating customer focus across the firm Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler, Ajay Pandit

By: Contributor(s): Publication details: McGraw hill education ( India) company Ltd 2013 New DelhiEdition: 6Description: 763 P. PaperISBN:
  • 9781259026812
Subject(s): DDC classification:
  • 5 658.89 (SER)
Contents:
Part I: Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part II: Focus on the Customer 3. Customer Expectations of Service 4. Customer Perceptions of Service Part III: Understanding Customer Requirements 5. Listening to Customers through Research 6. Building Customer Relationships 7. Service Recovery Part IV: Aligning Service Design and Standards 8. Service Innovation and Design 9. Customer-Defined Service Standards 10. Physical Evidence and the Servicescape Part V: Delivering and Performing Service 11. Employees’ Roles in Service Delivery 12. Customers’ Roles in Service Delivery 13. Managing Demand and Capacity Part VI: Managing Service Promises 14. Integrated Service Marketing Communications 15. Pricing of Services Part VII: Service and the Bottom Line 16. The Financial and Economic Impact of Service Cases
Summary: Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book’s underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
Book Book Main Library ON SHELF SERVICES M 658.89 (SER)/ Zei/Bit/ 29696 (Browse shelf(Opens below)) Available 11129696
Book Book Main Library ON SHELF SERVICES M 658.89 (SER)/ Zei/Bit/ 29697 (Browse shelf(Opens below)) Available 11129697
Book Book Main Library ON SHELF SERVICES M 658.89 (SER)/ Zei/Bit/ 29698 (Browse shelf(Opens below)) Available 11129698
Book Book Main Library ON SHELF SERVICES M 658.89 (SER)/ Zei/Bit/ 29699 (Browse shelf(Opens below)) Available 11129699
Book Book Main Library ON SHELF SERVICES M 658.89 (SER)/ Zei/Bit/ 29700 (Browse shelf(Opens below)) Available 11129700
Total holds: 0
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658.89 (SER)/ Zei/Bit/ 29697 Services marketing: 658.89 (SER)/ Zei/Bit/ 29698 Services marketing: 658.89 (SER)/ Zei/Bit/ 29699 Services marketing: 658.89 (SER)/ Zei/Bit/ 29700 Services marketing: 658.8(SER)/ Moh/ 31851 Services marketing

Part I: Foundations for Services Marketing
1. Introduction to Services
2. Conceptual Framework of the Book: The Gaps Model of Service Quality
Part II: Focus on the Customer
3. Customer Expectations of Service
4. Customer Perceptions of Service
Part III: Understanding Customer Requirements
5. Listening to Customers through Research
6. Building Customer Relationships
7. Service Recovery
Part IV: Aligning Service Design and Standards
8. Service Innovation and Design
9. Customer-Defined Service Standards
10. Physical Evidence and the Servicescape
Part V: Delivering and Performing Service
11. Employees’ Roles in Service Delivery
12. Customers’ Roles in Service Delivery
13. Managing Demand and Capacity
Part VI: Managing Service Promises
14. Integrated Service Marketing Communications
15. Pricing of Services
Part VII: Service and the Bottom Line
16. The Financial and Economic Impact of Service
Cases

Services Marketing, in its sixth edition, continues to base itself on the ever-reliable GAPS Model of Service Quality. The book’s underlining theme makes the reader understand that a strong customer relationship through quality service is the basis on which the most successful companies thrive. It also has a focus on the Strategic aspect without deviating from the base structure of the text to help the students realize the potential of Service Marketing.

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