Services Marketing: Integrating Customer Focus Across the Firm 7th Edition Valarie A. Zeithaml

Services Marketing: Integrating Customer Focus Across the Firm 7th Edition Valarie A.Zeithaml – Ebook Instant Download/Delivery ISBN(s): 9780078112102,0078112109,9781259867026, 1259867021

Product details:

• ISBN 10: 1259867021
• ISBN 13: 9781259867026
• Author: Valarie A. Zeithaml

Zeithaml’s 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. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.

Table contents: 

Chapter 1: Introduction to Services

Chapter 2: Conceptual Framework of the Book: The Gaps Model…

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 and Design

Chapter 9: Customer-Defined Service Standards

Chapter 10: Physical Evidence and the Servicescape

Chapter 11: Employees’ Roles in Service

Chapter 12: Customers’ Roles in Service

Chapter 13: Managing Demand and Capacity

Chapter 14: Integrated Service Marketing Communications

Chapter 15: Pricing of Services

Chapter 16: The Financial and Economic Impact of Service

People also search: 

customer focus and integrity

customer centric focus

developing customer focus

focus contact us

focus founder