Test Bank for Services Marketing 6th Edition Zeithaml Bitner Gremler 0078112052 9780078112058

This is completed downloadable of Services Marketing 6th Editionervices Marketing 6th Edition by Valerie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler Test Bank.

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Product Details:

Services Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries.

Language: English
ISBN-10: 0078112052
ISBN-13: 978-0078112058
ISBN-13: 9780078112058

Author: Valerie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

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Table of content:

Chapter 1: Introduction to Services
Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality
Chapter 3: Customer Expectations of Service
Chapter 4: Customer Perceptions of Service
Chapter 5: Listening to Customers through Research
Chapter 6: Building Customer Relationships
Chapter 7: Service Recovery
Chapter 8: Service Innovation anh Design
Chapter 9: Customer – Defined Service Standards
Chapter 10: Physical Evidence and the Servicescape
Chapter 11: Employees`Roles in Service Delivery
Chapter 12: Customers`Roles in Service Delivery
Chapter 13: Managing Demand anh Capacity
Chapter 14: Integrated Service Marketing Communications
Chapter 15: Pricing of Service
Chapter 16: The Financial anh Economic Impact of Service

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