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Services Marketing Język: 2

9780073380933

Cena Brutto: 877.80

Cena netto: 836.00

Ilość:
Wersja: Drukowana
Autor Dwayne Gremler
Liczba_stron 736
Wydawnictwo McGraw-Hill
Data_Wydania 2008-05-23
Poziom All Levels

Informacje podstawowe:

  • Wydawnictwo: McGraw-Hill
  • Data wydania: 23 maja 2008
  • Liczba stron: 736
  • Autor/autorzy:
    • Valarie Zeithaml
    • Valarie A. Zeithaml
    • Mary Jo Bitner
    • Dwayne Gremler

Main description

Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book’s content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.

Table of contents

Part One Foundations for Services Marketing 1 Introduction to Services 2 Conceptual Framework of the Book: The Gaps Model of Service Quality Part Two Focus on the Customer 3 Consumer Behavior in Services 4 Customer Expectations of Service 5 Customer Perceptions of Service Part Three Understanding Customer Requirements 6 Listening to Customers Through Research 7 Building Customer Relationships 8 Service Recovery Part Four Aligning Service Design and Standards 9 Service Development and Design 10 Customer-Defined Service Standards 11 Physical Evidence and the Servicescape Part Five delivering and Performing Service 12 Employees' Roles in Service Delivery 13 Customers' Roles in Service Delivery 14 Delivering Service Through Intermediaries and Electronic Channels 15 Managing Demand and Capacity Part Six Managing Service Promises 16 Integrated Services Marketing Communications 17 Pricing of Services Part Seven Service and the Bottom Line 18 The Financial and Economic Impact of Service Cases Index

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