TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0072312211
AV  - HD9980.5 .Z45 2000
U1  - 658.8 
PY  - 2000///
CY  - Boston
PB  - Irwin/McGraw-Hill
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - 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; BA
UR  - http://www.worldcat.org/title/services-marketing-integrating-customer-focus-across-the-firm/oclc/41411942&referer=brief_results
ER  -