000			03516nam a22003737a 4500
003			OSt
005			20260901095135.0
008			260901b |||||||| |||| 00| 0 eng d
020			_a9781266287152 [paperback]
040			_aUniversity of Cebu-Banilad _cUniversity of Cebu-Banilad
100			_aZeithaml, Valarie A., _eauthor.
245			_aService marketing : _bintegrating customers focus across the firm / _cby Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, and Martin Mende.
250			_aEighth edition ; International edition.
260			_aNew York, NY : _bMcGraw Hill LLC, _cc2024.
300			_axxvi, 531 pages : _bcolored illustrations ; _c25 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
504			_aIncludes bibliographical references and index.
505			_aContents: 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.
520			_a"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
521			_aAdult
541			_aPurchased _xBiore, Christopher _yCollege of Business and Accountancy _zBusiness / Management
546			_aText in English
650			_aService industries _xMarketing.
650			_aCustomer services.
650			_aMarketing.
700			_aBitner, Mary Jo, _eauthor.
700			_aGremler, Dwayne D., _eauthor.
700			_aMende, Martin, _eauthor.
942			_2ddc _cBK
998			_cJanna [new] _d09/01/2026
999			_c15623 _d15623