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Services Marketing (International Edition) - Fifth Edition. Slight shelf wear. Creasing to cover. There are writing/highlighting marks in the book. Most of the Pages are clean and binding is tight. If applicable, Online access or codes or supplements are not guaranteed to work or be included.
"synopsis" may belong to another edition of this title.
Valerie Zeithaml (Chapel Hill, NC) is a consultant with Strategy Management Implementation. Mary Bitner (Mesa, AZ) teaches at Arizona State University-Tempe.
"About this title" may belong to another edition of this title.
Book Description 2010. Soft cover. Condition: New. Dust Jacket Condition: New. International Edition. Book Condition: BRAND NEW. International/Eastern Economy Edition, Paperback/Softcover with SAME TITLE, AUTHOR AND EDITION as listed. ISBN and Cover design differs. **100% IDENTICAL CONTENTS as U.S Edition**. Standard Delivery within 7-14 business days ACROSS THE GLOBE. We can ship to PO Box, APO address in US. International Edition Textbooks may bear a label (Not for sale in the U.S. or Canada) or (For sale in Asia only) or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from MULTIPLE WAREHOUSES ACROSS THE GLOBE including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Seller Inventory # ABECA3792
Book Description Tata McGraw-Hill Education Pvt. Ltd., 2010. Softcover. Condition: New. 5th or later edition. In its fifth edition, Services Marketing is more comprehensive and varied providing a detailed analysis of the issues arising from the fields of Marketing and related service providing. Based on the famous GAPS Model of Service Quality, this book, as in the previous editions, makes the process of understanding Services Marketing easier by delving in the practices and strategies adopted by the most efficient firms across the world. With its thematic approach to build stronger customer relationships through quality service, it focuses on the customer, who, after all, is the basis of all management practices. Table of Contents Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Chapter 3: Consumer Behavior in Services Chapter 4: Customer Expectations in Services Chapter 5: Customer Perceptions in Services Chapter 6: Listening to Customers through Research Chapter 7: Building Customer Relationships Chapter 8: Service Recovery Chapter 9: Service Development and Design Chapter 10: Customer-Defined Service Standards Chapter 11: Physical Evidence and the Servicescape Chapter 12: Employees` Roles in Service Delivery Chapter 13: Customers` Roles in Service Delivery Chapter 14: Delivering Service through Intermediaries and Electronic Channels Chapter 15: Managing Demand and Capacity Chapter 16: Integrated Services Marketing Communications Chapter 17: Pricing of Services Chapter 18: The Financial and Economic Impact of Service Case Studies ? People, Service and Profit at Jyske Bank ? Merrill Lynch: Supernova ? JetBlue: High-Flying Airline Melts Down in Ice Storm ? Giordano: Positioning for International Expansion ? Shouldice Hospital Limited (Abridged) ? Hong Kong Disneyland ? Virgin Mobile USA: Pricing for the Very First Time ? Using Services Marketing to Develop and Deliver Integrated Solutions at Caterpillar in Latin America ? Home Solutions (India) Limited ‚?? Kitchen Section ? MeritTrac: A Test in Everyone‚??s Life Printed Pages: 784. Seller Inventory # 25031
Book Description Mcgraw-Hill, 2008. Condition: New. book. Seller Inventory # M0070700990