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Zeithaml, Valarie A.

Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner. - 2nd ed. - Boston ; Irwin/McGraw-Hill, c2000. - xxviii, 620 p. : ill. ; 27 cm.

Includes bibliographical references and index.

1. Introduction to Services --
2. Consumer Behavior in Services --
3. Customer Expectations of Service --
4. Customer Perceptions of Service --
5. Understanding Customer Expectations and Perceptions through Marketing Research --
6. Building Customer Relationships --
7. Service Recovery --
8. Service Development and Design --
9. Customer-Defined Service Standards --
10. Physical Evidence and the Servicescape --
11. Employees' Roles in Service Delivery --
12. Customers' Roles in Service Delivery --
13. Delivering Service through Intermediaries and Electronic Channels --
14. Managing Demand and Capacity --
15. Integrated Services Marketing Communications --
16. Pricing of Services --
17. The Financial and Economic Effect of Service TOC



ISBN: 0072312211 0071169946 (international edition) 9780072312218 9780071169943

LCCN: 99029464

Subjects--Topical Terms:
Service industries--Marketing.
Customer services.
Marketing.

LC Class. No.: HD9980.5 / .Z45 2000

Dewey Class. No.: 658.8 / ZES 2000