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Services marketing / Valerie Zeithaml and Mary Jo Bitner.

By: Zeithaml, V. AContributor(s): Bitner, Mary JoMaterial type: TextTextPublication details: McGraw-Hill, 1996. ISBN: 0070782504DDC classification: 658.8
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.
Holdings
Item type Home library Call number Status Date due Barcode Item holds
Two Week Loan Two Week Loan de Havilland Learning Resources Centre
Main Shelves 		658.809 ZEI (Browse shelf(Opens below)) Available 4403403976
Total holds: 0

Enhanced descriptions from Syndetics:

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.

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