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" Services marketing : "
Valarie A. Zeithaml, University of North Carolina at Chapel Hill, Mary Jo Bitner, Arizona Strate University, Dwayne D. Gremler, Bowling Green State University.
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BL
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| Record Number
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872213
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| Main Entry
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Zeithaml, Valarie A.
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| Title & Author
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Services marketing : : integrating customer focus across the firm /\ Valarie A. Zeithaml, University of North Carolina at Chapel Hill, Mary Jo Bitner, Arizona Strate University, Dwayne D. Gremler, Bowling Green State University.
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| Edition Statement
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Seventh edition.
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| Publication Statement
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Dubuque :: McGraw-Hill Education,, [2018]
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| Page. NO
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xxviii, 514 pages :: illustrations ;; 27 cm
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| ISBN
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0078112109
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: 9780078112102
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| Notes
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Revised edition of the authors' Services marketing, c2013.
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Foundations for services marketing -- Focus on the customer -- Understanding customer requirements -- Aligning service design and standards -- Delivering and performing service -- Managing service promises -- Service and the bottom line.
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| Abstract
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"This text is for students and business people who recognize 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. Manufacturing and product-dominant companies that, in the past, have depended on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages"--
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"Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies 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, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information"--
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| Subject
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Customer services.
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Marketing.
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Service industries-- Marketing.
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BUSINESS ECONOMICS-- Marketing-- Multilevel.
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Business and Management.
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Business and Management.
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Customer services.
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Marketing.
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Service industries-- Marketing.
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| Dewey Classification
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658.8
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| LC Classification
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HD9980.5.Z45 2018
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| NLM classification
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BUS043040bisacsh
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BUS043040.bisacsh
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HS 41121 ZEI.uk-btusl
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| Added Entry
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Bitner, Mary Jo
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Gremler, Dwayne D.
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