Recommended book: Services Marketing by Mary Jo Bitner, Dwayne D. Gremler and Valarie A….

Services Marketing by Mary Jo Bitner, Dwayne D. Gremler and Valarie A....

Services Marketing by Mary Jo Bitner, Dwayne D. Gremler and Valarie A….

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Item specifics


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:


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

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

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