Services marketing / Valarie A. Zeithaml, Mary Jo Bitner
- Bib ID:
- 2987943
- Format:
- Book
- Author:
- Zeithaml, Valarie A
- Description:
-
- Singapore ; New York : McGraw Hill, c1996
- xx, 700 pages : illustrations, maps ; 25 cm.
- ISBN:
-
- 0070782504 (acid-free paper)
- 0071148817 (paperback)
- Series:
- McGraw-Hill series in marketing.
- Partial contents:
-
- 1. Introduction to Services
- 2. Key Competitive Trends and Conceptual Framework of the Book
- 3. Consumer Behavior in Services
- 4. Customer Expectations of Service
- 5. Customer Perceptions of Service
- 6. Understanding Customer Expectations Through Marketing Research
- 7. Building Customer Relationships Through Segmentation and Retention Strategies
- 8. Customer-Defined Service Standards
- 9. Leadership and Measurement Systems for Market-Driven Service Performance
- 10. Service Design and Positioning
- 11. Employees' Roles in Service Delivery
- 12. Delivering Service Through Intermediaries
- 13. Customers' Role in Service Delivery
- 14. Managing Demand and Capacity
- 15. International Services Marketing
- 16. The Role of Advertising, Personal Selling, and Other Communication
- 17. Pricing of Services
- 18. The Physical Evidence of Service.
- Notes:
- Includes bibliographical references and index.
- Subject:
- Other authors/contributors:
- Bitner, Mary Jo
- Copyright:
-
In Copyright
You may copy under some circumstances, for example you may copy a portion for research or study. Order a copy through Copies Direct to the extent allowed under fair dealing. Contact us for further information about copying.
Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1996
Copyright status may not be correct if data in the record is incomplete or inaccurate. Other access conditions may also apply. For more information please see: Copyright in library collections.
Request this item
Request this item to view in the Library’s reading room.
Loading...