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Services marketing.

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Bibliographic Details
Main Authors: Zeithaml, Valarie A. (Author), Bitner, Mary Jo (Author), Gremler, Dwayne D. (Author)
Corporate Author: Texas A & M University. Department of Marketing
Other Authors: Parish, Janet Turner
Format: Book
Language:English
Published: Boston : McGraw-Hill Learning Solutions, [2013]
Edition:Custom edition for Texas A&M University.
Subjects:
Service industries > Marketing.
Customer services.
Marketing.
Table of Contents:
  • Introduction to Services
  • Customer Expectations of Service
  • Listening to Customers through Research
  • Building Customer Relationships
  • Service Recovery
  • Physical Evidence and the Servicescape
  • Conceptual framework of the Book: The gaps model of service quality
  • Employees' Roles in Service Delivery
  • Managing Demand and Capacity
  • Integrated Services Marketing Communications
  • Building a strong services brand: lessons from the Mayo Clinc
  • The Financial and Economic Impact of Service.