Zeithaml, Valarie.
Services Marketing : integrating customer focus across the firm/ Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Ajay Pandit. - 7th ed. - New Delhi : Tata Mcgraw Hill, c2013. - 582p.; 24 cm.
Include Bibliographical references and Index.
Part 1: Foundations for Service 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
Chapter 12 Customers’ Roles in Service
Chapter 13 Managing Demand and Capacity
Part 6: Managing Service Promises
Chapter 14 Integrated Service Marketing Communications
Chapter 15 Pricing of Services
Part 7: Service and the Bottom Line
Chapter 16 The Financial and Economic Impact of Service
Case 1: Home Solutions (India) Limited – Kitchen Section
Case 2: Merit-Trac: A Test in Everyone’s Life
Case 3: Ferns N Petals (FNP)
Case 4: BharatMatrimony.com
Case 5: BookmyShow.com
Case 6: Airbnb India: Growth Pangs?
Overview
The seventh edition of our hallmarked text on Services Marketing by Zeithaml, Bitner, Gremler and Pandit, introduces readers to the vital role that services play in economy and its future. Services dominate the advance economy of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter and emphasizes the knowledge needed to implement service strategies for competitive advantage across industries.
Key Features
• New updated chapter opener in all chapters.
• New research references and examples in every chapter, with greater coverage of new business model examples such as Uber, OpenTable, Mint/Intuit, and others.
• Greater emphasis on technology and how it is transforming service businesses, including examples from application services (“apps”). The “Gig” economy, the sharing economy, and the “Internet of Things” as a service.
• Focus on digital and social marketing in the chapter, Integrated Service Marketing Communications, as well as greater coverage and examples of these topics throughout the book.
• Increased coverage of Big Data as a source of customer information and data analytics as a service.
• Updated and revised 16 Indian Service Strategy Insights.
• Six Indian updated and revised book end cases. Taken from the Publisher Site.
9789353160777 (pbk.) 9780070700994
Service industries--Marketing.
Customer services.
Marketing.
658.8 ,
Services Marketing : integrating customer focus across the firm/ Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Ajay Pandit. - 7th ed. - New Delhi : Tata Mcgraw Hill, c2013. - 582p.; 24 cm.
Include Bibliographical references and Index.
Part 1: Foundations for Service 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
Chapter 12 Customers’ Roles in Service
Chapter 13 Managing Demand and Capacity
Part 6: Managing Service Promises
Chapter 14 Integrated Service Marketing Communications
Chapter 15 Pricing of Services
Part 7: Service and the Bottom Line
Chapter 16 The Financial and Economic Impact of Service
Case 1: Home Solutions (India) Limited – Kitchen Section
Case 2: Merit-Trac: A Test in Everyone’s Life
Case 3: Ferns N Petals (FNP)
Case 4: BharatMatrimony.com
Case 5: BookmyShow.com
Case 6: Airbnb India: Growth Pangs?
Overview
The seventh edition of our hallmarked text on Services Marketing by Zeithaml, Bitner, Gremler and Pandit, introduces readers to the vital role that services play in economy and its future. Services dominate the advance economy of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter and emphasizes the knowledge needed to implement service strategies for competitive advantage across industries.
Key Features
• New updated chapter opener in all chapters.
• New research references and examples in every chapter, with greater coverage of new business model examples such as Uber, OpenTable, Mint/Intuit, and others.
• Greater emphasis on technology and how it is transforming service businesses, including examples from application services (“apps”). The “Gig” economy, the sharing economy, and the “Internet of Things” as a service.
• Focus on digital and social marketing in the chapter, Integrated Service Marketing Communications, as well as greater coverage and examples of these topics throughout the book.
• Increased coverage of Big Data as a source of customer information and data analytics as a service.
• Updated and revised 16 Indian Service Strategy Insights.
• Six Indian updated and revised book end cases. Taken from the Publisher Site.
9789353160777 (pbk.) 9780070700994
Service industries--Marketing.
Customer services.
Marketing.
658.8 ,