Services Marketing: Integrating Customer Focus Across the Firm (7 Ed.) | 誠品線上

Services Marketing: Integrating Customer Focus Across the Firm (7 Ed.)

內容簡介

內容簡介 1.Maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter. 2.Includes increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.

作者介紹

作者介紹 ■作者簡介Valarie A. Zeithaml現職：University of North CarolinaMary Jo Bitner現職：Arizona State UniversityDwayne D. Gremler現職：Bowling Green State University

產品目錄

產品目錄 PARTⅠ: FOUNDATIONS FOR SERVICES MARKETING Ch 1 Introduction to Services Ch 2 Conceptual Framework of the Book: The Gaps Model of Service Quality PART Ⅱ: FOCUS ON THE CUSTOMER Ch 3 Customer Expectations of Service Ch 4 Customer Perceptions of Service PART Ⅲ: UNDERSTANDING CUSTOMER REQUIREMENTS Ch 5 Listening to Customers through Research Ch 6 Building Customer Relationships Ch 7 Service Recovery PART Ⅳ: ALIGNING SERVICE DESIGN AND STANDARDS Ch 8 Service Innovation and Design Ch 9 Customer-Defined Service Standards Ch10 Physical Evidence and the Servicescape PART Ⅴ: DELIVERING AND PERFORMING SERVICE Ch11 Employees' Roles in Service Delivery Ch12 Customers' Roles in Service Delivery Ch13 Managing Demand and Capacity PART Ⅵ: MANAGING SERVICE PROMISES Ch14 Integrated Services Marketing Communications Ch15 Pricing of Services PART Ⅶ: SERVICE AND THE BOTTOM LINE Ch16 The Financial and Economic Impact of Service

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