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Services marketing integrating customer focus across the firm Valarie A. Zeithaml, Mary Jo Bitner.
Detalles de publicación: Boston Irwin/McGraw-Hill c2000.Edición: 2nd edDescripción: xxviii, 620 p. ill. 26 cmISBN:- 0072312211
- 0071169946 (pbk.)
- 658.8 Z48s2 21
- HD9980.5 .Z45 2000
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| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca Encarnación Valdés Colección General bev | 658.8 Z48s2 (Navegar estantería(Abre debajo)) | Disponible | 80000002275470 |
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Descripciones mejoradas de Syndetics:
Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.
Includes bibliographical references and index.
Tabla de contenidos provista por Syndetics
- Chapter 1 Introduction to Services
- Part One Focus On The Customer
- Chapter 2 Consumer Behavior in Services
- Chapter 3 Customer Expectations in Services
- Chapter 4 Customer Perceptions in Services
- Part Two Listening To Customer Requirements
- Chapter 5 Understanding Customer Expectations and Perceptions through Marketing
- Chapter 6 Building Customer Relationships
- Chapter 7 Service Recovery
- Part Three Aligning Strategy, Service Design, And Standards
- Chapter 8 Service Development and Design
- Chapter 9 Customer-Defined Service Standards
- Chapter 10 Physical Evidence and the Servicescape
- Part Four Delivering And Performing Service
- Chapter 11 Employees' Roles in Service Delivery
- Chapter 12 Customers' Roles in Service Delivery
- Chapter 13 Delivering Service through Intermediaries and Electronic Channels
- Chapter 14 Managing Demand and Capacity
- Part Five Managing Service Promises
- Chapter 15 Integrated Services Marketing Communications
- Chapter 16 Pricing of Services
- Part Six The Big Picture---Closing All The Gaps
- Chapter 17 The Financial and Economic Effect of Services
- Chapter 18 The Integrated Gaps Model of Service Quality
- CASES Virgin Atlantic Airways¿Ten Years After
- Custom Research
- Northwest Airlines (New)
- The Four Seasons (New)
- Ernst & Young LLP
- The Quality Improvement Customers Didn't Want
- General Electric Medical Systems
- North Pittsburgh Telephone Company
- Giordono (New)