This item qualifies for
FREE SHIPPING!

Services Marketing

by Zeithaml, Valarie; Bitner, Mary Jo; Gremler, Dwayne

Edition:

5th

ISBN13:

9780073380933

ISBN10:

0073380938

Format:

Hardcover

Pub. Date:

5/23/2008

Publisher(s):

McGraw-Hill/Irwin

Upgraded Edition: Click here!

Other versions by this Author

List Price: ~~$227.48~~

Rent Textbook

(Recommended)

Term

Due

Price

Semester

Jun 3

$4.99

Quarter

May 14

$4.99

Short Term

Apr 14

$4.99

Buy Used Textbook

In Stock Usually Ships in 24 Hours.

$159.24

Buy New Textbook

Usually Ships in 3-4 Business Days

$221.79

eTextbook

We're Sorry
Not Available

More New and Used
from Private Sellers

Starting at $9.95

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 New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.
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.

Summary

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.

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
Service Recovery
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
Cases
Index
Table of Contents provided by Publisher. All Rights Reserved.

FREE SHIPPING OVER $59!

Services Marketing

9780073380933

Rent Textbook

Buy Used Textbook

Buy New Textbook

eTextbook

Questions About This Book?

Related Products

Summary

Table of Contents