Includes 2-weeks free access to
step-by-step solutions for this book.
Services Marketingby Zeithaml, Valarie; Bitner, Mary Jo; Gremler, Dwayne
Step-by-Step solutions are actual worked out problems to the questions at the end of each chapter that help you understand your homework and study for your exams. Chegg and eCampus are providing you two weeks absolutely free. 81% of students said using Step-by-Step solutions prepared them for their exams.
Only one copy
in stock at this price.
In Stock Usually Ships in 24 Hours.
More New and Used
from Private Sellers
from Private Sellers
Starting at $17.99
Questions About This Book?
Why should I rent this book?
Renting is easy, fast, and cheap! Renting from eCampus.com can save you hundreds of dollars compared to the cost of new or used books each semester. At the end of the semester, simply ship the book back to us with a free UPS shipping label! No need to worry about selling it back.
How do rental returns work?
Returning books is as easy as possible. As your rental due date approaches, we will email you several courtesy reminders. When you are ready to return, you can print a free UPS shipping label from our website at any time. Then, just return the book to your UPS driver or any staffed UPS location. You can even use the same box we shipped it in!
What version or edition is this?
This is the 5th edition with a publication date of 5/23/2008.
What is included with this book?
- The Used copy of this book is not guaranteed to inclue any supplemental materials. Typically, only the book itself is included.
- The Rental copy of this book is not guaranteed to include any supplemental materials. You may receive a brand new copy, but typically, only the book itself.
Services Marketing, 5/e, recognizes that services present special challenges that must be identified and addressed in real circumstances. The heart of the book's content is to develop strong customer relationships through quality service. The book also focuses on knowledge needed to implement service strategies for competitive advantage across industries. Hence, frameworks for customer-focused management, and strategies for increasing customer satisfaction and retention through service are included in the fifth edition.
Table of Contents
|Foundations for Services Marketing|
|Introduction to Services|
|Conceptual Framework of the Book: The Gaps Model of Service Quality|
|Focus on the Customer|
|Consumer Behavior in Services|
|Customer Expectations of Service|
|Customer Perceptions of Service|
|Understanding Customer Requirements|
|Listening to Customers Through Research|
|Building Customer Relationships|
|Aligning Service Design and Standards|
|Service Development and Design|
|Customer-Defined Service Standards|
|Physical Evidence and the Servicescape|
|Delivering and Performing Service|
|Employees' Roles in Service Delivery|
|Customers' Roles in Service Delivery|
|Delivering Service Through Intermediaries and Electronic Channels|
|Managing Demand and Capacity|
|Managing Service Promises|
|Integrated Services Marketing Communications|
|Pricing of Services|
|Service and the Bottom Line|
|The Financial and Economic Impact of Service|
|Table of Contents provided by Publisher. All Rights Reserved.|