Services marketing : integrating customer focus across the firm

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Title:

Author:

Zeithaml, Valarie A.

ISBN:

9780078112058

9780071086967

9781266287152

Personal Author:

Zeithaml, Valarie A.

Edition:

Eighth edition, international edition.

Publication Information:

Physical Description:

xxvi, 531 pages : illustrations ; 26 cm cm

Contents:

pt. 1. Foundations for Services Marketing. Ch. 1. Introduction to Services -- Ch. 2. Conceptual Framework of the Book: The Gaps Model of Service Quality.

pt. 2. Focus on the Customer. Ch. 3. Customer Expectations of Service -- Ch. 4. Customer Perceptions of Service.

pt. 3. Understanding Customer Requirements. Ch. 5. Listening to Customers through Research -- Ch. 6. Building Customer Relationships Ch. 7. Service Recovery.

pt. 4. Aligning Service Design and Standards. Ch. 8. Service Innovation and Design -- Ch. 9. Customer-Defined Service Standards -- Ch. 10. Physical Evidence and the Servicescape.

pt. 5. Delivering and Performing Service. Ch. 11. Employees' Roles in Service Delivery -- Ch. 12. Customers' Roles in Service Delivery Ch. 13. Managing Demand and Capacity.

pt. 6. Managing Service Promises. Ch. 14. Integrated Services Marketing Communications -- Ch. 15. Pricing of Services.

pt. 7. Service Trends: AI, Robotics, and the Bottom Line. Ch. 16. Artificial Intelligence and Robotics in Service -- Ch. 17. The Financial Economic Impact of Service.

Abstract:

"Services Marketing, 6/e, is written for students and businesspeople who recognise 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. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrows businesses as they attempt to build strong relationships with their customers."--Publisher's website.

Subject Term:

Service industries -- Marketing.

Added Author:

Electronic Access:

Publisher description http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025593605	658.8 Z48S 2013	1	Searching... Unknown
Searching... 1:IIESDN	1:GEN-BOOK	002215480	658.8 SER	1	Searching... Unknown

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Summary

Services Marketing , 6/e, is written for students and businesspeople who recognise 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. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.