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Services marketing : text and readings/ Valarie Zeithaml, Mary Jo Bitner
By: Zeithaml, Valarie A
.
Contributor(s): Gilmore, Audrey | Bitner, Mary Jo | Carson, David.
Material type: 
BookPublisher: Dublin : Mercury Publications, 1996Description: xvi,277p : ill + pbk.ISBN: 0071148817 (m); 9780071148818.Subject(s): Customer services | Marketing | Business & Management | Service industries -- Marketing | Sales & marketing | Hospitality & service industriesDDC classification: 658.8 SER Summary: This eagerly awaited text introduces the ground breaking Gaps Model approach to services marketing, which differentiates between the marketing of goods and the marketing of services.
| Item type | Current library | Call number | Copy number | Status | Barcode | |
|---|---|---|---|---|---|---|
| General lending | MTU Kerry North Campus Library First Floor Main | 658.8 SER (Browse shelf(Opens below)) | 1 | Available | 38888000023881 |
Total holds: 0
Includes bibliographical references.
This eagerly awaited text introduces the ground breaking Gaps Model approach to services marketing, which differentiates between the marketing of goods and the marketing of services.
Table of contents provided by Syndetics
- Part 1 Foundations For Services Marketing
- Chapter 1 Introduction to Services
- Chapter 2 Conceptual Framework for the Book: The Gaps Model of Service Quality
- Part 2 Focus On The Customer
- Chapter 3 Consumer Behavior in Services
- Chapter 4 Customer Expectations in Services
- Chapter 5 Customer Perceptions in Services
- Part 3 Understanding Customer Requirements
- Chapter 6 Listening to Customers through Research
- Chapter 7 Building Customer Relationships
- Chapter 8 Service Recovery
- Part 4 Aligning Strategy, Service Design, And Standards
- Chapter 9 Service Development and Design
- Chapter 10 Customer-Defined Service Standards
- Chapter 11 Physical Evidence and the Servicescape
- Part 5 Delivering And Performing Service
- Chapter 12 Employees' Roles in Service Delivery
- Chapter 13 Customers' Roles in Service Delivery
- Chapter 14 Delivering Service through Intermediaries and Electronic Channels
- Chapter 15 Managing Demand and Capacity
- Part 6 Managing Service Promises
- Chapter 16 Integrated Services Marketing Communications
- Chapter 17 Pricing of Services
- Part 7 Outcomes Of Service Investments
- Chapter 18 The Financial and Economic Effect of Services CASES