Services Marketing 6th Edition by Zeithaml Bitner Gremler

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Table of content: Chapter 1: Introduction to Services
Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality
Chapter 3: Customer Expectations of Service
Chapter 4: Customer Perceptions of Service
Chapter 5: Listening to Customers through Research
Chapter 6: Building Customer Relationships
Chapter 7: Service Recovery
Chapter 8: Service Innovation anh Design
Chapter 9: Customer – Defined Service Standards
Chapter 10: Physical Evidence and the Servicescape
Chapter 11: Employees`Roles in Service Delivery
Chapter 12: Customers`Roles in Service Delivery
Chapter 13: Managing Demand anh Capacity
Chapter 14: Integrated Service Marketing Communications
Chapter 15: Pricing of Service
Chapter 16: The Financial anh Economic Impact of Service
Product Details: Language: English
ISBN-10: 0078112052
ISBN-13: 978-0078112058
ISBN-13: 9780078112058
Author: Valerie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler
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