Services Marketing by Mary Jo Bitner, Dwayne D. Gremler and Valarie A….
Item specifics
| Condition: |
Acceptable: A book with obvious wear. May have some damage to the cover but integrity still intact. The binding |
Edition Number: | 6 |
| Language: | English | Publication Year: | 2012 |
| Format: | Hardcover | ISBN: |
9780078112058 |
Services Marketing by Mary Jo Bitner, Dwayne D. Gremler and Valarie A….
About this product
| Product Information | |
| Services Marketing , 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow’s businesses as they attempt to build strong relationships with their customers. | |
| Product Identifiers | |
| Publisher | McGraw-Hill |
| ISBN-10 | 0078112052 |
| ISBN-13 | 9780078112058 |
| eBay Product ID (ePID) | 113236430 |
| Product Key Features | |
| Format | Hardcover |
| Publication Year | 2012 |
| Language | English |
| Dimensions | |
| Weight | 49.7 Oz |
| Width | 8.5in. |
| Height | 1.2in. |
| Length | 10.2in. |
| Additional Product Features | |
| Dewey Edition | 22 |
| Grade to | College Freshman |
| Table of Content | PART 1 – Foundations for Services Marketing Chapter 1 – Introduction to Services Chapter 2 – Conceptual Framework of the Book: The Gaps Model of Service Quality PART 2 – Focus on the Customer Chapter 3 – Customer Expectations of Service Chapter 4 – Customer Perceptions of Service PART 3 – Understanding Customer Requirements Chapter 5 – Listening to Customers through Research Chapter 6 – Building Customer Relationships Chapter 7 – Service Recovery PART 4 – Aligning Service Design and Standards Chapter 8 – Service Innovation and Design Chapter 9 – Customer-Defined Service Standards Chapter 10 – Physical Evidence and the Servicescape PART 5 – Delivering and Performing Service Chapter 11 – Employees’ Roles in Service Delivery Chapter 12 – Customers’ Roles in Service Delivery Chapter 13 – Managing Demand and Capacity PART 6 – Managing Service Promises Chapter 14 – Integrated Services Marketing Communications Chapter 15 – Pricing of Services PART 7 – Service and the Bottom Line Chapter 16 – The Financial and Economic Impact of Service Cases Index |
| Illustrated | Yes |
| Dewey Decimal | 658.8 |
| Grade from | College Freshman |
| Age Level | College Audience |
| Copyright Date | 2013 |
| Author | Dwayne D. Gremler, Mary Jo Bitner, Valarie A. Zeithaml |
| Edition Number | 6 |
| Number of Pages | 672 Pages |
| Lc Classification Number | Hd9980.5.Z45 2013 |
| Lccn | 2011-051073 |
Price: Only $40.00
Ends on: Ended