Services marketing: integrating customer focus across the firm
Gespeichert in:
| Hauptverfasser: | , , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York, NY
McGraw Hill
[2024]
|
| Ausgabe: | Eighth edition, international student edition |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Ausgabebezeichnung auf dem Umschlag: [...] international student edition [...] |
| Beschreibung: | xxvi, 531 Seiten Illustrationen, Diagramme |
| ISBN: | 9781266287152 1266287159 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1806960464610983936 |
|---|---|
| adam_text |
Brief Contents About the Authors Preface iv PART 5 Delivering and Performing Service vi PART 1 Foundations for Service Marketing 1 Introduction to Services 11 Employees’Roles in Service 313 12 Customers’ Roles in Service 347 1 2 2 Conceptual Framework of the Book: The Gaps Model of Service Quality 33 PART 2 Focus on the Customer 53 3 Customer Expectations of Service 54 4 Customer Perceptions of Service 80 PART3 Understanding Customer Requirements 113 5 6 7 311 Listening to Customers through Research 115 Managing Customer Relationships 146 Service Recovery 182 13 Managing Demand and Capacity PART 6 Managing Service Promises 378 411 14 Integrated Service Marketing Communications 413 15 Pricing of Services 444 PART 7 Service Trends: AI, Robotics, and the Bottom Line 473 16 Artificial Intelligence and Robotics in Service 474 17 The Financial and Economic Impact of Service 494 INDEX 518 PART 4 Aligning Service Design and Standards 219 8 Service Innovation and Design 220 Customer-Defined Service Standards 255 10 Physical Evidence and the Servicescape 279 9 xiii |
| adam_txt |
Brief Contents About the Authors Preface iv PART 5 Delivering and Performing Service vi PART 1 Foundations for Service Marketing 1 Introduction to Services 11 Employees’Roles in Service 313 12 Customers’ Roles in Service 347 1 2 2 Conceptual Framework of the Book: The Gaps Model of Service Quality 33 PART 2 Focus on the Customer 53 3 Customer Expectations of Service 54 4 Customer Perceptions of Service 80 PART3 Understanding Customer Requirements 113 5 6 7 311 Listening to Customers through Research 115 Managing Customer Relationships 146 Service Recovery 182 13 Managing Demand and Capacity PART 6 Managing Service Promises 378 411 14 Integrated Service Marketing Communications 413 15 Pricing of Services 444 PART 7 Service Trends: AI, Robotics, and the Bottom Line 473 16 Artificial Intelligence and Robotics in Service 474 17 The Financial and Economic Impact of Service 494 INDEX 518 PART 4 Aligning Service Design and Standards 219 8 Service Innovation and Design 220 Customer-Defined Service Standards 255 10 Physical Evidence and the Servicescape 279 9 xiii |
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| author | Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. 1958- Mende, Martin |
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| author_facet | Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. 1958- Mende, Martin |
| author_role | aut aut aut aut |
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| dewey-full | 658.8 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
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| dewey-search | 658.8 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | Eighth edition, international student edition |
| format | Book |
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| illustrated | Illustrated |
| index_date | 2024-07-03T21:46:03Z |
| indexdate | 2024-08-10T01:03:05Z |
| institution | BVB |
| isbn | 9781266287152 1266287159 |
| language | English |
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| physical | xxvi, 531 Seiten Illustrationen, Diagramme |
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| publisher | McGraw Hill |
| record_format | marc |
| spelling | Zeithaml, Valarie A. Verfasser (DE-588)113065035 aut Services marketing integrating customer focus across the firm Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Martin Mende Eighth edition, international student edition New York, NY McGraw Hill [2024] © 2024 xxvi, 531 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Ausgabebezeichnung auf dem Umschlag: [...] international student edition [...] 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 Mende, Martin Verfasser (DE-588)133780910 aut Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=034145208&sequence=000001&line_number=0001&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- Mende, Martin 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_exact_search_txtP | Services marketing integrating customer focus across the firm |
| title_full | Services marketing integrating customer focus across the firm Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Martin Mende |
| title_fullStr | Services marketing integrating customer focus across the firm Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Martin Mende |
| title_full_unstemmed | Services marketing integrating customer focus across the firm Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, Martin Mende |
| 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=034145208&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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