Services Marketing 7th Edition Zeithaml Solutions Manual

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Product details:

• ISBN-10 ‏ : ‎ 0078112109
• ISBN-13 ‏ : ‎ 978-0078112102
• AUthor: Valarie Zeithaml; MARY JO BITNER

Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. This book introduces readers to the vital role that services play in the economy and its future. It also incorporates company examples and strategies for addressing issues in every chapter.

Table Of Contents:

1. PART 1 FOUNDATIONS FOR SERVICE MARKETING
2. Chapter 1 Introduction to Services
3. What are Services?
4. Service Industries, Service as a Product, Customer Service, and Derived Service
5. Tangibility Spectrum
6. Trends in the Service Sector
7. Why Service Marketing?
8. Service-Based Economies
9. Service as a Business Imperative in Goods-Focused Businesses
10. Deregulated Industries and Professional Service Needs
11. Service Marketing Is Different
12. Service Equals Profits
13. Exhibit 1.1: Is the Marketing of Services Different? A Historical Perspective
14. But “Service Stinks”
15. Strategy Insight: Competing Strategically through Service
16. Service and Technology
17. Technology-Based Service Offerings
18. New Ways to Deliver Service
19. Technology Spotlight: The Changing Face of Customer Service
20. Enabling Both Customers and Employees
21. Extending the Global Reach of Services
22. The Internet Is a Service
23. Global Feature: The Migration of Service Jobs
24. The Paradoxes and Dark Side of Technology and Service
25. Characteristics of Services
26. Intangibility
27. Heterogeneity
28. Simultaneous Production and Consumption
29. Perishability
30. Search, Experience, and Credence Qualities
31. Challenges and Questions for Service Marketers
32. Service Marketing Mix
33. Traditional Marketing Mix
34. Expanded Mix for Services
35. Staying Focused on the Customer
36. Exhibit 1.2: Southwest Airlines: Aligning People, Processes, and Physical Evidence
37. Summary
38. Discussion Questions
39. Exercises
40. Notes
41. Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality
42. The Customer Gap
43. The Provider Gaps
44. Provider Gap 1: the Listening Gap
45. Provider Gap 2: the Service Design and Standards Gap
46. Global Feature: An International Retailer Puts Customers in the Wish Mode to Begin Closing the Gaps
47. Provider Gap 3: the Service Performance Gap
48. Technology Spotlight: Technology’s Critical Impact on the Gaps Model of Service Quality
49. Provider Gap 4: the Communication Gap
50. Putting It All Together: Closing the Gaps
51. Strategy Insight: Using the Gaps Model to Assess an Organization’s Service Strategy
52. Summary
53. Discussion Questions
54. Exercises
55. Notes
56. PART 2 FOCUS ON THE CUSTOMER
57. Chapter 3 Customer Expectations of Service
58. Service Expectations
59. Types of Expectations
60. Global Feature: Global Outsourcing of Personal Services: What Are Customers’ Expectations?
61. The Zone of Tolerance
62. Factors that Influence Customer Expectations of Service
63. Sources of Desired Service Expectations
64. Technology Spotlight: Customer Expectations of Airport Services Using Technology
65. Sources of Adequate Service Expectations
66. Sources of Both Desired and Predicted Service Expectations
67. Strategy Insight: How Service Marketers Can Influence Customers’ Expectations
68. Issues Involving Customers’ Service Expectations
69. What Does a Service Marketer Do if Customer Expectations Are “Unrealistic”?
70. Exhibit 3.1: Service Customers Want the Basics
71. Should a Company Try to Delight the Customer?
72. How Does a Company Exceed Customer Service Expectations?
73. Do Customers’ Service Expectations Continually Escalate?
74. How Does a Service Company Stay Ahead of Competition in Meeting Customer Expectations?
75. Summary
76. Discussion Questions
77. Exercises
78. Notes

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