Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner.

By: Zeithaml, Valarie A Contributor(s): Bitner, Mary Jo Material type: Text

TextLanguage: English Publication details: Boston ; Irwin/McGraw-Hill, c2000. Edition: 2nd edDescription: xxviii, 620 p. : ill. ; 27 cmISBN: 0072312211; 0071169946 (international edition); 9780072312218 ; 9780071169943Subject(s): Service industries -- Marketing | Customer services | MarketingDDC classification: 658.8 LOC classification: HD9980.5 | .Z45 2000Online resources: WorldCat details

Contents:

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

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Holdings
Item type	Current library	Collection	Call number	Copy number	Status	Barcode
Text	Dr. S. R. Lasker Library, EWU Reserve Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-1	Not For Loan	10136
Text	Dr. S. R. Lasker Library, EWU Reserve Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-2	Not For Loan	10356
Text	Dr. S. R. Lasker Library, EWU Reserve Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-3	Not For Loan	10357
Text	Dr. S. R. Lasker Library, EWU Circulation Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-4	Available	10358
Text	Dr. S. R. Lasker Library, EWU Circulation Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-5	Available	10359
Text	Dr. S. R. Lasker Library, EWU Circulation Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-6	Available	10360
Text	Dr. S. R. Lasker Library, EWU Circulation Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-7	Available	10361
Text	Dr. S. R. Lasker Library, EWU Circulation Section	Non-fiction	658.8 ZES 2000 (Browse shelf(Opens below))	C-8	Available	10362

Total holds: 0

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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

Abdul Gani

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