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Service marketing : integrating customers focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, and Martin Mende.

By: Zeithaml, Valarie A [author. ]Contributor(s): Bitner, Mary Jo [author. ] | Gremler, Dwayne D [author. ] | Mende, Martin [author. ]Material type: Text

TextPublisher: New York, NY : McGraw Hill LLC, c2024Edition: Eighth edition ; International editionDescription: xxvi, 531 pages : colored illustrations ; 25 cmContent type: text Media type: unmediated Carrier type: volume ISBN: 9781266287152 [paperback]Subject(s): Service industries -- Marketing | Customer services | Marketing

Contents:

Contents: Part 1 Foundations for service marketing -- Chapter 1 Introduction to services -- Chapter 2 Conceptual framework of the book: the gaps model of service quality -- Part 2 Focus on the customer -- Chapter 3 Customer expectations of service -- Chapter 4 Customer perceptions of service -- Part 3 Understanding customer requirements -- Chapter 5 Listening to customers through research -- Chapter 6 Managing customer relationships -- Chapter 7 Service recovery -- Part 4 Aligning service design and standards -- Chapter 8 Service innovation and design -- Chapter 9 Customer-defined service standards -- Chapter 10 Physical evidence and the servicescape -- Part 5 Delivering and performing service -- Chapter 11 Employees' roles in service -- Chapter 12 Customer's roles in service -- Chapter 13 Managing demand and capacity -- Part 6 Managing service promises -- Chapter 14 Integrated service marketing communications -- Chapter 15 Pricing services -- Part 7 Service trends: AI, robotics, and the bottom line -- Chapter 16 Artificial intelligence and robotics in service -- Chapter 17 The financial and economic impact of service.

Summary: "Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. • Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. • New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. • New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. • McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. " --Provided by the publisher

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Item type	Current location	Call number	Status	Date due	Barcode
Subject Reference	College Library Subject Reference	658.8 Z37 2024 (Browse shelf)	Available		3UCBL000029916

Includes bibliographical references and index.

"Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future.

Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. • Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. • New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. • New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. • McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. " --Provided by the publisher

Adult

Purchased Biore, Christopher College of Business and Accountancy Business / Management

Text in English

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