integrating customer focus across the firm Zeithaml, Valarie A. Primary Author Gremler, Dwayne D. Additional Author Bitner, Mary Jo Additional Author mixed material bibliography Boston McGraw Hill 2009 en English

Printed Material

xxviii, 708 p.: figs., tabs., index ; 26 cm. Table of Contents : Part One. Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two. Focus on the Customer 3. Consumer Behavior in Services 4. Customer Expectations of Service 5. Customer Perceptions of Service Part Three. Understanding Customer Requirements 6. Listening to Customers Through Research 7. Building Customer Relationships 8. Service Recovery Part Four. Aligning Service Design and Standards 9. Service Development and Design 10. Customer-Defined Service Standards 11. Physical Evidence and the Servicescape Part Five. Delivering and Performing Service 12. Employees’ Roles in Service Delivery 13. Customers’ Roles in Service Delivery 14. Delivering Service Through Intermediaries and Electronic Channels 15. Managing Demand and Capacity Part Six. Managing Service Promises 16. Integrated Services Marketing Communications 17. Pricing of Services Part Seven. Service and the Bottom Line 18. The Financial and Economic Impact of Service Consumer behaviour Service industries Customer services Pricing Service marketing Service management Consumer expectations textbookwm textbookmmem textbookmme textbooksmb BBC/BZT 9780071263931 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BBC/BZT Zei 34665 Short Loan (Short Loan) BBC/BZT Zei 37053 2010-03-02 00:00:00 2022-01-19 08:12:44 machine generated