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Services Marketing by Zeithaml, Valarie A.; Zeithaml, Valerie; Bitner, Mary J.

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所在地：New Castle, Indiana, 美國
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Binding
Hardcover
Product Group
Book
Personalized
No
Weight
3 lbs
IsTextBook
Yes
ISBN
9780072312218
Subject Area
Business & Economics
Publication Name
Services Marketing
Item Length
10.1 in
Publisher
McGraw-Hill Higher Education
Subject
Marketing / General, Industries / Service
Series
Marketing Ser.
Publication Year
1999
Type
Textbook
Format
Hardcover
Language
English
Item Height
1.2 in
Author
Mary J. Bitner, Valarie A. Zeithaml
Item Width
8 in
Item Weight
46.5 Oz
Number of Pages
648 Pages

關於產品

Product Information

Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.

Product Identifiers

Publisher
McGraw-Hill Higher Education
ISBN-10
0072312211
ISBN-13
9780072312218
eBay Product ID (ePID)
783471

Product Key Features

Author
Mary J. Bitner, Valarie A. Zeithaml
Publication Name
Services Marketing
Format
Hardcover
Language
English
Subject
Marketing / General, Industries / Service
Series
Marketing Ser.
Publication Year
1999
Type
Textbook
Subject Area
Business & Economics
Number of Pages
648 Pages

Dimensions

Item Length
10.1 in
Item Height
1.2 in
Item Width
8 in
Item Weight
46.5 Oz

Additional Product Features

Edition Number
2
LCCN
99-029464
Lc Classification Number
Hd9980.5.Z45 2000
Table of Content
Chapter 1. Introduction to Services PART ONE: FOCUS ON THE CUSTOMER Chapter 2. Consumer Behavior in Services Chapter 3. Customer Expectations of Services Chapter 4. Customer Perceptions of Service PART TWO: LISTENING TO CUSTOMER REQUIREMENTS Chapter 5. Understanding Customer Expectations and Perceptions through Marketing Research Chapter 6. Building Customer Relationships Chapter 7. Service Recovery PART THREE: ALIGNING STRATEGY, SERVICE DESIGN AND STANDARDS Chapter 8. Service Development and Design Chapter 9. Customer-defined Service Standards Chapter 10. Physical Evidence and the Servicescape PART FOUR: DELIVERING AND PERFORMING SERVICE Chapter 11. Employees' Roles in Service Delivery Chapter 12. Customers' Roles in Service Delivery Chapter 13. Delivering Service through Intermediaries and Electronic Channels Chapter 14. Managing Demand and Capacity PART FIVE: MANAGING SERVICE PROMISES Chapter 15. Integrated Marketing Communication for Services Chapter 16. Pricing of Services PART SIX: THE BIG PICTURE: CLOSING ALL THE GAPS Chapter 17. The Financial and Economic Impact of Service Quality Chapter 18. The Integrated Gaps Model of Service Quality
Copyright Date
2000
Target Audience
College Audience
Dewey Decimal
658.8
Dewey Edition
22
Illustrated
Yes

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