Sale!

Test Bank for Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition, Valarie Zeithaml, Mary Jo Bitner Dwayne Gremler

Name: Test Bank for Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition, Valarie Zeithaml, Mary Jo Bitner Dwayne Gremler
Availability: InStock

Original price was: $55.00.Current price is: $29.99.

Test Bank for Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler,

Download sample

Category: Test Bank

Description

Test Bank for Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition, Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler

Product details:

ISBN-10 ‏ : ‎ 0078112109
ISBN-13 ‏ : ‎ 978-0078112102
Author: VALARIE ZEITHAML

Zeithaml’s Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.

Table of Contents

Part 1: Foundations for Services Marketing

Chapter 1: Introduction to Services

Chapter 2: Conceptual Framework of the 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