Zeithaml, Valarie A. Primary Author Gremler, Dwayne D. Additional Author Bitner, Mary Jo Additional Author mixed material bibliography Boston McGraw Hill 2006 en English

Printed Material

xxvii, 708 p.: exhibits, figs., tabs., index ; 26 Table Of Contents : Part One. Foundations for Services Marketing Chapter 1. Introduction to Services Chapter 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two. Focus on the Customer Chapter 3. Consumer Behavior in Services Chapter 4. Customer Expectations of Service Chapter 5. Customer Perceptions of Service Part Three. Understanding Customer Requirements Chapter 6. Listening to Customers Through Research Chapter 7. Building Customer Relationships Chapter 8. Service Recovery Part Four. Aligning Service Design and Standards Chapter 9. Service Development and Design Chapter 10. Customer-Defined Service Standards Chapter 11. Physical Evidence and the Servicescape Part Five. Delivering and Performing Service Chapter 12. Employees’ Roles in Service Delivery Chapter 13. Customers’ Roles in Service Delivery Chapter 14. Delivering Service Through Intermediaries and Electronic Channels Chapter 15. Managing Demand and Capacity Part Six. Managing Service Promises Chapter 16. Integrated Services Marketing Communications Chapter 17. Pricing of Services Part Seven Service and the Bottom Line Chapter 18. The Financial and Economic Impact of Service Cases Index Consumer behaviour Service industries Customer services Service marketing Service management Consumer expectations textbookwm textbookmmem textbookmme textbooksmb BBC/BZT 0071244964 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BBC/BZT Zei 34475 General (General) BBC/BZT Zei Services_marketing4th.jpg.jpg 36716 2009-11-04 00:00:00 2022-01-19 08:08:48 machine generated