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Part 1: Foundations for Service Marketing
1. Introduction to Services
2. Conceptual Framework of the Book: The Gaps Model of Service Quality
Part 2: Focus on the Customer
3. Customer Expectations of Service
4. Customer Perceptions of Service
Part 3: Understanding Customer Requirements
5. Listening to Customers through Research
6. Managing Customer Relationships
7. Service Recovery
Part 4: Aligning Service Design and Standards
8. Service Innovation and Design
9. Customer-Defined Service Standards
10. Physical Evidence and the Servicescape
Part 5: Delivering and Performing Service
11. Employees' Roles in Service
12. Customers' Roles in Service
13. Managing Demand and Capacity
Part 6: Managing Service Promises
14. Integrated Service Marketing Communications
15. Pricing of Services
Part 7: Service Trends: AI, Robotics, and the Bottom Line
16. Artificial Intelligence and Robotics in Service
17. The Financial and Economic Impact of Service
Part 1: Foundations for Service Marketing
1. Introduction to Services
2. Conceptual Framework of the Book: The Gaps Model of Service Quality
Part 2: Focus on the Customer
3. Customer Expectations of Service
4. Customer Perceptions of Service
Part 3: Understanding Customer Requirements
5. Listening to Customers through Research
6. Managing Customer Relationships
7. Service Recovery
Part 4: Aligning Service Design and Standards
8. Service Innovation and Design
9. Customer-Defined Service Standards
10. Physical Evidence and the Servicescape
Part 5: Delivering and Performing Service
11. Employees' Roles in Service
12. Customers' Roles in Service
13. Managing Demand and Capacity
Part 6: Managing Service Promises
14. Integrated Service Marketing Communications
15. Pricing of Services
Part 7: Service Trends: AI, Robotics, and the Bottom Line
16. Artificial Intelligence and Robotics in Service
17. The Financial and Economic Impact of Service
| Erscheinungsjahr: | 2023 |
|---|---|
| Medium: | Taschenbuch |
| Inhalt: | Kartoniert / Broschiert |
| ISBN-13: | 9781266287152 |
| ISBN-10: | 1266287159 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: |
Zeithaml, Valarie
Bitner, Mary Jo Gremler, Dwayne |
| Auflage: | 8 ed |
| Hersteller: | McGraw-Hill Education |
| Verantwortliche Person für die EU: | preigu, Ansas Meyer, Lengericher Landstr. 19, D-49078 Osnabrück, mail@preigu.de |
| Abbildungen: | 90 Illustrations, unspecified |
| Maße: | 252 x 201 x 23 mm |
| Von/Mit: | Valarie Zeithaml (u. a.) |
| Erscheinungsdatum: | 09.03.2023 |
| Gewicht: | 0,855 kg |
| Erscheinungsjahr: | 2023 |
|---|---|
| Medium: | Taschenbuch |
| Inhalt: | Kartoniert / Broschiert |
| ISBN-13: | 9781266287152 |
| ISBN-10: | 1266287159 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: |
Zeithaml, Valarie
Bitner, Mary Jo Gremler, Dwayne |
| Auflage: | 8 ed |
| Hersteller: | McGraw-Hill Education |
| Verantwortliche Person für die EU: | preigu, Ansas Meyer, Lengericher Landstr. 19, D-49078 Osnabrück, mail@preigu.de |
| Abbildungen: | 90 Illustrations, unspecified |
| Maße: | 252 x 201 x 23 mm |
| Von/Mit: | Valarie Zeithaml (u. a.) |
| Erscheinungsdatum: | 09.03.2023 |
| Gewicht: | 0,855 kg |
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