TY  - BOOK
AU  - Wilson,Alan
AU  - Zeithami, Valarie A.
AU  - Bitner, Mary Jo
AU  - Gremler, Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 13: 9780077107956 [paperback]
PY  - 2008///
CY  - London
PB  - The McGraw-Hill Companies
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Includes bibliographical references and index; ontents: Part 1. Foundations for services marketing; Introduction to services marketing -- Consumer behavior in services -- Customer expectations of service -- Customer perceptions of service -- Conceptual framework of the book: the gaps model of service quality -- Part 2. Understanding customer requirements; Listening to customers through research -- Building customer relationships -- Part 3. Aligning service design and standards; Service development and design -- Customer-defined service standards -- Physical evidence and the servicescape -- Part 4. Delivering and performing service; Employees` role in service delivery -- Customers` role in service delivery -- Delivering service through technology and intermediaries -- Managing demand and capacity -- Service recovery -- Part 5. Managing service promises; Integrated services marketing communications -- Pricing of services -- Part 6. Service and the bottom line; The financial impact of service quality
ER  -