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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.
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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.|