03516nam a22003737a 4500 OSt 20260901095135.0 260901b |||||||| |||| 00| 0 eng d 9781266287152 [paperback] University of Cebu-Banilad University of Cebu-Banilad Zeithaml, Valarie A., author. Service marketing : integrating customers focus across the firm / by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, and Martin Mende. Eighth edition ; International edition. New York, NY : McGraw Hill LLC, c2024. xxvi, 531 pages : colored illustrations ; 25 cm. rdacontent text rdamedia unmediated rdacarrier volume Includes bibliographical references and index. 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. "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 Service industries Marketing. Customer services. Marketing. Bitner, Mary Jo, author. Gremler, Dwayne D., author. Mende, Martin, author. ddc BK Janna [new] 09/01/2026 15623 15623 0 0 ddc 0 0 UCBL_MAIN UCBL_MAIN SUBJ.REF 2026-09-01 Albasa-C&E Publishing 4021.20 0 658.8 Z37 2024 3UCBL000029916 2026-09-01 2026-09-01 SR