Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml ... [et al].
Tipo de material:
TextoIdioma: Inglés Detalles de publicación: New York : McGraw Hill, 2009.Edición: 5 edDescripción: 708 p. : il., grafs., diagrs., fots. byn., mapas byn., etcISBN: - 9780073380933
- 0073380938
- 658.835 Z48a 21 ed.
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Préstamo externo (6 días)
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Biblioteca Central | Biblioteca Central | General | 658.835 Z48a (Navegar estantería(Abre debajo)) | Ej. 1 | Disponible | 10101000001034006 | |||
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Préstamo externo (6 días)
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Biblioteca Central | Biblioteca Central | General | 658.835 Z48a (Navegar estantería(Abre debajo)) | Ej. 2 | Disponible | 10101000002034007 |
Incluye referencias bibliográficas, índice, etc.
Pte. 1. Foundation for services marketing -- Cap. 1. Introduction to services -- 2. Conceptual framework of the book: The gaps model of service quality -- Pte. 2. Focus on the customer -- Cap. 3. Consumer behavior in services -- 4. Customer expectations of service -- 5. Customer perceptions of service -- Pte. 3. Understanding customer requirements -- Cap. 6. Listening to customers through research -- 7. Building customer relationships - 8. service recovery -- Pte. 4. Aligning service design and standards -- Cap. 9. Service innovation and design -- 10. Customer-Defined service standards -- 11. Physical evidence and the servicescape -- Pte. 5. Delivering and performing service -- Cap. 12. Employees's roles in service delivery -- 13. Custormer's roles in service delivery -- 14. Delivering service through intermediaries and electronic channels -- 15. Managing demand and capacity -- Pte. 6. Managing service promises -- Cap. 16. Integrated services marketing communications -- 17. Pricing of services -- Pte. 7. Service and the bottom line -- Cap. 18. The financial and economic impact of service -- Cases.
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