Services Marketing: Integrating Customer Focus Across the Firm(7版) epub pdf txt mobi 電子書下載 2024

圖書介紹

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著者

齣版者出版社：華泰文化訂閱出版社新書快訊新功能介紹

翻譯者

齣版日期出版日期：2017/06/16

語言語言：英文

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發錶於2024-11-17

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圖書描述

1.Maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter.

　　2.Includes increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.

著者信息

作者簡介

Valarie A. Zeithaml

　　現職：University of North Carolina

Mary Jo Bitner

　　現職：Arizona State University

Dwayne D. Gremler

　　現職：Bowling Green State University

Services Marketing: Integrating Customer Focus Across the Firm(7版) epub pdf txt mobi 電子書下載

圖書目錄

PARTⅠ: FOUNDATIONS FOR SERVICES MARKETING
Ch 1 Introduction to Services
Ch 2 Conceptual Framework of the Book: The Gaps Model of Service Quality

PART Ⅱ: FOCUS ON THE CUSTOMER
Ch 3 Customer Expectations of Service
Ch 4 Customer Perceptions of Service

PART Ⅲ: UNDERSTANDING CUSTOMER REQUIREMENTS
Ch 5 Listening to Customers through Research
Ch 6 Building Customer Relationships
Ch 7 Service Recovery

PART Ⅳ: ALIGNING SERVICE DESIGN AND STANDARDS
Ch 8 Service Innovation and Design
Ch 9 Customer-Defined Service Standards
Ch10 Physical Evidence and the Servicescape

PART Ⅴ: DELIVERING AND PERFORMING SERVICE
Ch11 Employees' Roles in Service Delivery
Ch12 Customers' Roles in Service Delivery
Ch13 Managing Demand and Capacity

PART Ⅵ: MANAGING SERVICE PROMISES
Ch14 Integrated Services Marketing Communications
Ch15 Pricing of Services

PART Ⅶ: SERVICE AND THE BOTTOM LINE
Ch16 The Financial and Economic Impact of Service