Services marketing: integrating customer focus across the firm
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| Sprache: | English |
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McGraw-Hill Education
[2018]
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| Ausgabe: | Seventh edition |
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| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | Revised edition of the authors' Services marketing, c2013 |
| Beschreibung: | xxviii, 514 Seiten Illustrationen, Diagramme |
| ISBN: | 9780078112102 |
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Datensatz im Suchindex
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SERVICES MARKETING
/ ZEITHAML, VALARIE A.YYEAUTHOR
: 2017
TABLE OF CONTENTS / INHALTSVERZEICHNIS
PART 1: FOUNDATIONS FOR SERVICES 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 DELIVERY CHAPTER 12: CUSTOMERS'
ROLES IN SERVICE DELIVERY 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 CASES.
DIESES SCHRIFTSTUECK WURDE MASCHINELL ERZEUGT.
Titel: Services marketing
Autor: Zeithaml, Valarie A
Jahr: 2017
Detailed Contents
About the Authors iv
Preface vii
PART 1
FOUNDATIONS FOR SERVICE
MARKETING 1
Chapter 1
Introduction to Services 2
What are Services? 4
Service Industries, Service as a Product,
Customer Service, and Derived Service 4
Tangibility Spectrum 6
Trends in the Service Sector 6
Why Service Marketing? 8
Service-Based Economies 8
Service as a Business Imperative in Goods-
Focused Businesses 9
Deregulated Industries and Professional
Service Needs 10
Service Marketing Is Different 10
Service Equals Profits 10
Exhibit 1.1: Is the Marketing of
Services Different? A Historical
Perspective 11
But "Service Stinks" 12
Strategy Insight: Competing Strategically
through Service 13
Service and Technology 14
Technology-Based Service Offerings 14
New Ways to Deliver Service 15
Technology Spotlight: The Changing
Face of Customer Service 16
Enabling Both Customers and
Employees 16
Extending the Global Reach of
Services 16
The Internet Is a Service 17
Global Feature: The Migration of
Service Jobs 18
The Paradoxes and Dark Side of Technology
and Service 19
Characteristics of Services 19
Intangibility 20
Heterogeneity 21
Simultaneous Production and
Consumption 21
Perishability 22
Search, Experience, and Credence
Qualities 23
Challenges and Questions for Service
Marketers 24
Service Marketing Mix 24
Traditional Marketing Mix 25
Expanded Mix for Services 26
Staying Focused on the Customer 27
Exhibit 1.2: Southwest Airlines:
Aligning People, Processes, and Physical
Evidence 28
Summary 29
Discussion Questions 29
Exercises 29
Notes 30
Chapter 2
Conceptual Framework of the Book:
The Gaps Model of Service Quality 33
The Customer Gap 35
The Provider Gaps 36
Provider Gap 1: the Listening
Gap 36
Provider Gap 2: the Service Design
and Standards Gap 37
Global Feature: An International Retailer
Puts Customers in the Wish Mode to Begin
Closing the Gaps 38
Provider Gap 3: the Service Performance
Gap 40
Technology Spotlight: Technology's Critical
Impact on the Gaps Model of Service
Quality 42
Provider Gap 4: the Communication
Gap 44
Putting It All Together: Closing the Gaps 45
Strategy Insight: Using the Gaps Model
to Assess an Organization's Service
Strategy 46
Summary 48
Discussion Questions 48
Exercises 48
Notes 48
PART 2
FOCUS ON THE CUSTOMER 49
Chapter 3
Customer Expectations of Service 50
Service Expectations 52
Types of Expectations 53
Global Feature: Global Outsourcing of
Personal Services: What Are Customers'
Expectations? 54
The Zone of Tolerance 54
Factors that Influence Customer Expectations
of Service 57
Sources of Desired Service Expectations 57
Technology Spotlight: Customer
Expectations of Airport Services Using
Technology 58
Sources of Adequate Service Expectations 60
Sources of Both Desired and Predicted Service
Expectations 63
Strategy Insight: How Service Marketers
Can Influence Customers' Expectations 65
Issues Involving Customers' Service
Expectations 66
What Does a Service Marketer Do if Customer
Expectations Are "Unrealistic"? 66
Exhibit 3.1: Service Customers Want the
Basics 67
Should a Company Try to Delight the
Customer? 68
How Does a Company Exceed Customer
Service Expectations? 69
Do Customers' Service Expectations
Continually Escalate? 71
How Does a Service Company Stay Ahead
of Competition in Meeting Customer
Expectations? 71
Summary 72
Discussion Questions 72
Exercises 73
Notes 73
Chapter 4
Customer Perceptions of Service 76
Customer Perceptions 78
Satisfaction versus Service Quality 79
Transaction versus Cumulative
Perceptions 79
Customer Satisfaction 80
What Is Customer Satisfaction ? 80
What Determines Customer Satisfaction ? 81
National Customer Satisfaction Indexes 83
The American Customer Satisfaction Index 83
Outcomes of Customer Satisfaction 85
Service Quality 87
Outcome, Interaction, and Physical
Environment Quality 87
Service Quality Dimensions 87
Global Feature: Differences in Service
Quality Perceptions and Customer Rage
Across Cultures 88
E-Service Quality 91
Customer Effort 93
Service Encounters: The Building Blocks for
Customer Perceptions 93
Strategy Insight: Customer Satisfaction and
the Bottom Line 94
Service Encounters or Moments of Truth 94
The Importance of Encounters 96
Exhibit 4.1: One Critical Encounter Destroys
a 30-Year Relationship 97
Types of Service Encounters 98
Sources of Pleasure and Displeasure in Service
Encounters 98
Technology Spotlight: Customers Love
Amazon 100
Technology-Based Service Encounters 102
Summary 104
Discussion Questions 104
Exercises 105
Notes 105
PART 3
UNDERSTANDING CUSTOMER
REQUIREMENTS 111
Chapter 5
Listening to Customers through
Research 113
Using Customer Research to Understand Customer
Expectations 115
Research Objectives for Services 115
Criteria for an Effective Service Research
Program 116
Exhibit 5.1: Elements in an Effective
Customer Research Program for
Services 118
Elements in an Effective Service Marketing
Research Program 121
Complaint Solicitation 121
Technology Spotlight: Conducting Customer
Research on the Web 122
Critical Incident Studies 124
Requirements Research 124
Relationship and SERVQUAL Surveys 125
Exhibit 5.2: SERVQUAL: A
Multidimensional Scale to Capture
Customer Perceptions and Expectations
of Service Quality 126
Trailer Calls or Posttransaction
Surveys 128
Service Expectation Meetings and
Reviews 129
Process Checkpoint Evaluations 130
Market-Oriented Ethnography 130
Mystery Shopping 131
Customer Panels 131
Lost Customer Research 132
Future Expectations Research 132
Analyzing and Interpreting Customer Research
Findings 132
Strategy Insight: Big Data Provides New
Tools to Research Consumers 133
Global Feature: Conducting Customer
Research in Emerging Markets 134
Customer Journey and Experience Maps 134
Importance/Performance Matrices 136
Using Marketing Research Information 137
Upward Communication 137
Objectives for Upward Communication 137
Exhibit 5.3: Elements in an Effective
Program of Upward Communication 138
Research for Upward Communication 138
Exhibit 5.4: Employees Provide
Upward Communication at Cabela's,
"World's Foremost Outfitter" 140
Benefits of Upward Communication 140
Summary 141
Discussion Questions 141
Exercises 142
Notes 142
Chapter 6
Building Customer Relationships 144
Relationship Marketing 146
The Evolution of Customer Relationships 147
Exhibit 6.1: A Typology of Exchange
Relationships 148
The Goal of Relationship Marketing 149
Technology Spotlight: Customer
Information Systems Help Enhance the
Customer Relationship 150
Benefits for Customers and Firms 150
Relationship Value of Customers 154
Exhibit 6.2: Calculating the Relationship
Value of an Intuit Customer 155
Customer Profitability Segments 157
Profitability Tiers—the Customer Pyramid 157
The Customer's View of Profitability
Tiers 158
Making Business Decisions Using Profitability
Tiers 158
Relationship Development Strategies 159
Core Service Provision 160
Switching Barriers 160
Relationship Bonds 161
Global Feature: Developing Loyal
Customers at Airbnb 164
Relationship Challenges 166
The Customer Is Not Always Right 166
Strategy Insight: "The Customer Is Always
Right": Rethinking an Old Tenet 168
Ending Business Relationships 170
Summary 171
Discussion Questions 172
Exercises 172
Notes 172
Chapter 7
Service Recovery 178
The Impact of Service Failure and Recovery 179
Service Recovery Effects 180
Exhibit 7.1: The Service Recovery
Paradox 182
How Customers Respond to Service Failures 183
Why People Do (and Do Not) Complain 183
Exhibit 7.2: The Internet Spreads the Story
of Poor Service Recovery: "United Breaks
Guitars" 184
Types of Customer Complaint Actions 186
Types of Complainers 186
Service Recovery Strategies: Fixing the
Customer 187
Respond Quickly 188
Exhibit 7.3: Service Hero Stories 189
Provide Appropriate Communication 190
Technology Spotlight: Cisco Systems—
Customers Recover for Themselves 192
Treat Customers Fairly 192
Exhibit 7.4: Fairness Themes in Service
Recovery 194
Global Feature: Service Recovery across
Cultures 196
Cultivate Relationships with Customers 198
Service Recovery Strategies: Fixing the
Problem 198
Encourage and Track Complaints 198
Learn from Recovery Experiences 199
Strategy Insight: Eliciting Complaints and
Reports of Service Failure 200
Learn from Lost Customers 200
Make the Service Fail-Safe—Do It Right the
First Time! 201
Service Guarantees 202
Characteristics of Effective Guarantees 203
Types of Service Guarantees 204
Benefits of Service Guarantees 205
When to Use (or Not Use) a Guarantee 205
Exhibit 7.5: Questions to Consider in
Implementing a Service Guarantee 206
Switching Versus Staying Following Service
Recovery 207
Summary 209
Discussion Questions 209
Exercises 210
Notes 210
PART 4
ALIGNING SERVICE DESIGN
AND STANDARDS 217
Chapter 8
Service Innovation and Design 218
Challenges of Service Innovation and
Design 220
Important Considerations for Service
Innovation 221
Involve Customers and Employees 221
Global Feature: The Global Service
Innovation Imperative 222
Employ Service Design Thinking and
Techniques 222
Technology Spotlight: Facebook: A Radical
Service Innovation 224
Types of Service Innovation 225
Service Offering Innovation 226
Innovating around Customer Roles 227
Innovation through Service Solutions 227
Service Innovation through Interconnected
Products 228
Exhibit 8.1: Pills with Sensors Track Drug
Usage by Patients 229
Stages in Service Innovation and Development 229
Front-End Planning 231
Strategy Insight: Strategic Growth through
Services 232
Implementation 235
Exhibit 8.2: Service Innovation at the Mayo
Clinic 236
Service Blueprinting: A Technique for Service
Innovation and Design 238
What Is a Service Blueprint? 238
Blueprint Components 239
Service Blueprint Examples 240
Blueprints for Technology-Delivered
Self-Service 242
Reading and Using Service Blueprints 243
Building a Blueprint 244
Exhibit 8.3: Blueprinting in Action at
ARAMARK Parks and Destinations 246
Exhibit 8.4: Frequently Asked Questions
about Service Blueprinting 248
Summary 248
Discussion Questions 249
Exercises 249
Notes 250
Chapter 9
Customer-Defined Service Standards 254
Factors Necessary for Appropriate Service
Standards 256
Standardization of Service Behaviors and
Actions 256
Formal Service Targets and Goals 257
Strategy Insight: Using Big Data to Define
Service Standards and Improve Customer
Experience 258
Customer-, Not Company-, Defined
Standards 259
Types of Customer-Defined Service Standards 260
Hard Customer-Defined Standards 260
Exhibit 9.1: Examples of Hard Customer-
Defined Standards 261
Soft Customer-Defined Standards 262
One-Time Fixes 263
Global Feature: Adjusting Service Standards
around the Globe 264
Exhibit 9.2: Examples of Soft Customer-
Defined Standards 266
Development of Customer-Defined Service
Standards 266
Turning Customer Requirements into Specific
Behaviors and Actions 266
Exhibit 9.3: Hard and Soft Standards for
Service at Ford Motor Company 267
Exhibit 9.4: Expected Behaviors for Service
Encounters at John Robert's Spa 270
Technology Spotlight The Power of Good
Responsiveness Standards 276
Developing Service Performance Indexes 278
Summary 278
Discussion Questions 278
Exercises 279
Notes 279
Chapter 10
Physical Evidence and the
Servicescape 281
Physical Evidence 283
What Is Physical Evidence? 283
Technology Spotlight: Virtual
Servicescapes: Experiencing Services
through the Internet 284
How Does Physical Evidence Affect the
Customer Experience? 284
TVpes of Servicescapes 287
Servicescape Usage 287
Servicescape Complexity 288
Strategic Roles of the Servicescape 289
Package 289
Facilitator 289
Strategy Insight: Strategic Positioning
through Architectural Design 290
Socializer 292
Differentiator 292
Framework for Understanding Servicescape Effects
on Behavior 293
The Underlying Framework 293
Behaviors in the Servicescape 293
Exhibit 10.1: Servicescapes and Weil-Being
in Health Care 294
Exhibit 10.2: Social Support in
"Third Places" 297
Internal Responses to the Servicescape 298
Environmental Dimensions of the
Servicescape 300
Exhibit 10.3: Designing the Mayo Clinic
Hospital 302
Global Feature: McDonald's Adapts
Servicescapes to Fit the Culture 304
Guidelines for Physical Evidence Strategy 304
Recognize the Strategic Impact of Physical
Evidence 305
Blueprint the Physical Evidence of Service 306
Clarify Strategic Roles of the
Servicescape 306
Assess and Identify Physical Evidence
Opportunities 306
Update and Modernize the Evidence 307
Work Cross-Functionally 307
Summary 307
Discussion Questions 308
Exercises 308
Notes 309
PARTS
DELIVERING AND PERFORMING
SERVICE 313
Chapter 11
Employees' Roles in Service 315
Service Culture 316
Exhibiting Service Leadership 317
Developing a Service Culture 317
Global Feature: How Well Does a
Company's Service Culture Travel? 318
Transporting a Service Culture 318
The Critical Role of Service Employees 320
The Service Triangle 321
Employee Satisfaction, Customer Satisfaction,
and Profits 322
The Effect of Employee Behaviors on Service
Quality Dimensions 323
Boundary-Spanning Roles 323
Emotional Labor 324
Sources of Conflict 325
Strategy Insight: Strategies for Managing
Emotional Labor 326
Quality/Productivity Trade-Offs 328
Strategies for Delivering Service Quality
Through People 328
Hire the Right People 329
Technology Spotlight: How Technology Is
Helping Employees Serve Customers More
Effectively and Efficiently 330
Exhibit 11,1: Google Quickly Becomes a
Preferred Employer in Its Industry 332
Develop People to Deliver Service
Quality 334
Exhibit 11.2: Potential Benefits and Costs
of Empowerment 336
Provide Needed Support Systems 337
Retain the Best People 338
Customer-Oriented Service Delivery 340
Summary 342
Discussion Questions 342
Exercises 343
Notes 343
Chapter 12
Customers' Roles in Service 349
The Importance of Customers in Service
Cocreation 351
Customers Themselves 351
Strategy Insight: Customer Cocreation
of Value: An Important Strategy
Frontier 352
Fellow Customers 354
Exhibit 12.1: Client Cocreation of Value in
Business-to-Business Services 356
Customers' Roles 356
Customers as Productive Resources 356
Customers as Contributors to Quality,
Satisfaction, and Value 358
Exhibit 12.2: Which Customer (A or B)
Will Be Most Satisfied? 359
Global Feature: At Sweden's IKEA,
Customers around the World Cocreate
Customized Value 360
Customers as Competitors 361
Self-Service Technologies—The Ultimate in
Customer Participation 363
A Proliferation of New SSTs 363
Customer Usage of SSTs 364
Success with SSTs 365
Strategies for Enhancing Customer
Participation 365
Define Customers' Roles 365
Technology Spotlight: Technology Facilitates
Customer Participation in Health Care 368
Recruit, Educate, and Reward
Customers 370
Exhibit 12.3: Working Together, U.S.
Utility Companies and Customers Conserve
Energy 371
Exhibit 12.4: Weight Watchers Educates and
Orients New Members 372
Manage the Customer Mix 373
Summary 375
Discussion Questions 375
Exercises 376
Notes 376
Chapter 13
Managing Demand and Capacity 382
The Underlying Issue: Lack of Inventory
Capability 384
Capacity Constraints 386
Time, Labor, Equipment, and Facilities 387
Optimal versus Maximum Use of
Capacity 387
Demand Patterns 388
The Charting of Demand Patterns 388
Predictable Cycles 389
Random Demand Fluctuations 389
Demand Patterns by Market Segment 390
Strategies for Matching Capacity and
Demand 390
Shifting Demand to Match Capacity 390
Global Feature: Cemex Creatively Manages
Chaotic Demand for Its Services 391
Adjusting Capacity to Meet Demand 394
Combining Demand and Capacity
Strategies 397
Strategy Insight: Combining Demand
(Marketing) and Capacity (Operations)
Strategies to Increase Profits 398
Yield Management: Balancing Capacity Utilization,
Pricing, Market Segmentation, and Financial
Return 398
Implementing a Yield Management
System 400
Exhibit 13.1: Simple Yield Calculations:
Examples from Hotel and Legal
Services 401
Technology Spotlight: Information and
Technology Drive Yield Management
Systems 402
Challenges and Risks in Using Yield
Management 402
Waiting Line Strategies: When Demand and
Capacity Cannot be Matched 404
Employ Operational Logic 404
Exhibit 13.2: Overflow in the ED: Managing
Capacity Constraints and Excess Demand in
Hospital Emergency Departments 405
Establish a Reservation Process 407
Differentiate Waiting Customers 408
Make Waiting More Pleasurable 408
Summary 411
Discussion Questions 411
Exercises 412
Notes 412
PART 6
MANAGING SERVICE PROMISES 415
Chapter 14
Integrated Service Marketing
Communications 417
The Need for Coordination in Marketing
Communication 419
Key Service Communication Challenges 421
Service Intangibility 421
Management of Service Promises 422
Management of Customer Expectations 422
Customer Education 423
Internal Marketing Communication 423
Five Categories of Strategies to Match Service
Promises with Delivery 424
Address Service Intangibility 424
Strategy Insight: Mobile Advertising—The
Key to the Future of Digital 428
Exhibit 14.1: Service Advertising
Strategies Matched with Properties of
Intangibility 429
Manage Service Promises 430
Global Feature: Virgin Atlantic Airways 433
Technology Spotlight: Internet Expert Mary
Meeker Predicts What Companies Most
Need to Know 435
Manage Customer Expectations 436
Manage Customer Education 437
Manage Internal Marketing
Communication 439
Summary 442
Discussion Questions 443
Exercises 443
Notes 443
Chapter 15
Pricing of Services 446
Three Key Ways that Service Prices are Different
for Customers 448
Customer Knowledge of Service Prices 448
Exhibit 15.1: What Do You Know about the
Prices of Services? 449
The Role of Nonmonetary Costs 451
Price as an Indicator of Service Quality 453
Approaches to Pricing Services 453
Cost-Based Pricing 453
Competition-Based Pricing 455
Strategy Insight: Pricing Variation in
Airlines Offers Strategic Opportunities 456
Demand-Based Pricing 456
Global Feature: Unique Tipping and Pricing
Practices around the World 457
Technology Spotlight: Dynamic Pricing on
the Internet Allows Price Adjustments Based
on Supply and Demand 460
Pricing Strategies That Link to the Four Value
Definitions 461
Exhibit 15.2: Pricing for Customer-
Perceived Value with Modular Service
Pricing and Service Tiering 462
Pricing Strategies When the Customer Means
"Value Is Low Price " 463
Pricing Strategies When the Customer Means
"Value Is Everything I Want in a Service " 464
Pricing Strategies When the Customer Means
"Value Is the Quality I Get for the Price I
Pay" 465
Pricing Strategies When the Customer Means
"Value Is All That I Get for All That
I Give" 466
Summary 469
Discussion Questions 469
Exercises 470
Notes 470
PART 7
SERVICE AND THE BOTTOM
LINE 473
Chapter 16
The Financial and Economic Impact
of Service 474
Service and Profitability: The Direct
Relationship 476
Exhibit 16.1: Customer Satisfaction, Service
Quality, and Firm Performance 478
Offensive Marketing Effects of Service: Attracting
More and Better Customers 480
Defensive Marketing Effects of Service: Customer
Retention 480
Lower Costs 481
Volume of Purchases 482
Price Premium 482
Word-of-Mouth Communication 482
Exhibit 16.2: Word-of-Mouth Communication
and Customer Measurement: The Net
Promoter Score 483
Customer Perceptions of Service Quality
and Purchase Intentions 484
Exhibit 16.3: Questions That Managers
Want Answered about Defensive
Marketing 485
Exhibit 16.4: Service Quality and the
Economic Worth of Customers: Businesses
Still Need to Know More 486
The Key Drivers of Service Quality, Customer
Retention, and Profits 488
Effective Nonfinancial Performance
Measurements 489
Strategy Insight: Customer Equity and
Return on Marketing: Metrics to Match a
Strategic Customer-Centered View of the
Firm 490
Technology Spotlight: Cost-Effective Service
Excellence through Technology 493
Global Feature: Measurement of Customer
Satisfaction Worldwide 494
Summary 494
Discussion Questions 495
Exercises 495
Notes 495
Index 498 |
| any_adam_object | 1 |
| author | Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. 1958- |
| author_GND | (DE-588)113065035 (DE-588)134158091 (DE-588)138211183 |
| author_facet | Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. 1958- |
| author_role | aut aut aut |
| author_sort | Zeithaml, Valarie A. |
| author_variant | v a z va vaz m j b mj mjb d d g dd ddg |
| building | Verbundindex |
| bvnumber | BV044265129 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QQ 250 QR 560 |
| classification_tum | WIR 839f |
| ctrlnum | (OCoLC)992514723 (DE-599)BVBBV044265129 |
| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | Seventh edition |
| format | Book |
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| genre_facet | Lehrbuch |
| geographic | Europa (DE-588)4015701-5 gnd |
| geographic_facet | Europa |
| id | DE-604.BV044265129 |
| illustrated | Illustrated |
| indexdate | 2024-08-28T00:17:54Z |
| institution | BVB |
| isbn | 9780078112102 |
| language | English |
| lccn | 016059704 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029669914 |
| oclc_num | 992514723 |
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| physical | xxviii, 514 Seiten Illustrationen, Diagramme |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | McGraw-Hill Education |
| record_format | marc |
| spelling | Zeithaml, Valarie A. Verfasser (DE-588)113065035 aut Services marketing integrating customer focus across the firm Valarie A. Zeithaml (University of North Carolina at Chapel Hill), Mary Jo Bitner (Arizona State University), Dwayne D. Gremler (Bowling Green State University) Seventh edition Dubuque McGraw-Hill Education [2018] © 2018 xxviii, 514 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Revised edition of the authors' Services marketing, c2013 Marketing (DE-588)4037589-4 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Wettbewerbsstrategie (DE-588)4200234-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Europa (DE-588)4015701-5 gnd rswk-swf (DE-588)4123623-3 Lehrbuch gnd-content Europa (DE-588)4015701-5 g Dienstleistungsbetrieb (DE-588)4012181-1 s Wettbewerbsstrategie (DE-588)4200234-5 s Kundenmanagement (DE-588)4236865-0 s 1\p DE-604 Dienstleistung (DE-588)4012178-1 s Qualitätsmanagement (DE-588)4219057-5 s Marketing (DE-588)4037589-4 s Kundenorientierung (DE-588)4316837-1 s 2\p DE-604 3\p DE-604 4\p DE-604 Bitner, Mary Jo Verfasser (DE-588)134158091 aut Gremler, Dwayne D. 1958- Verfasser (DE-588)138211183 aut LoC Fremddatenuebernahme application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029669914&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029669914&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 3\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 4\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. 1958- Services marketing integrating customer focus across the firm Marketing (DE-588)4037589-4 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Kundenorientierung (DE-588)4316837-1 gnd Wettbewerbsstrategie (DE-588)4200234-5 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4219057-5 (DE-588)4012181-1 (DE-588)4316837-1 (DE-588)4200234-5 (DE-588)4236865-0 (DE-588)4012178-1 (DE-588)4015701-5 (DE-588)4123623-3 |
| title | Services marketing integrating customer focus across the firm |
| title_auth | Services marketing integrating customer focus across the firm |
| title_exact_search | Services marketing integrating customer focus across the firm |
| title_full | Services marketing integrating customer focus across the firm Valarie A. Zeithaml (University of North Carolina at Chapel Hill), Mary Jo Bitner (Arizona State University), Dwayne D. Gremler (Bowling Green State University) |
| title_fullStr | Services marketing integrating customer focus across the firm Valarie A. Zeithaml (University of North Carolina at Chapel Hill), Mary Jo Bitner (Arizona State University), Dwayne D. Gremler (Bowling Green State University) |
| title_full_unstemmed | Services marketing integrating customer focus across the firm Valarie A. Zeithaml (University of North Carolina at Chapel Hill), Mary Jo Bitner (Arizona State University), Dwayne D. Gremler (Bowling Green State University) |
| title_short | Services marketing |
| title_sort | services marketing integrating customer focus across the firm |
| title_sub | integrating customer focus across the firm |
| topic | Marketing (DE-588)4037589-4 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Kundenorientierung (DE-588)4316837-1 gnd Wettbewerbsstrategie (DE-588)4200234-5 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Marketing Qualitätsmanagement Dienstleistungsbetrieb Kundenorientierung Wettbewerbsstrategie Kundenmanagement Dienstleistung Europa Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029669914&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029669914&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA |
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