Zeithaml, Valarie <br/><br/>
Services marketing: Integrating customer focus across the firm 

 - 8th 
 - Dubuque, IA:  McGraw Hill,  2023. 
<br/><br/> Recommended by: Anita Basalingappa 
<br/><br/> Content:<br/><br/>PART 1: Foundations for Service Marketing<br/>Chapter 1: Introduction to Services<br/>Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality<br/><br/>PART 2: Focus on the Customer<br/>Chapter 3: Customer Expectations of Service <br/>Chapter 4: Customer Perceptions of Service<br/><br/>PART 3: Understanding Customer Requirements <br/>Chapter 5: Listening to Customers through Research <br/>Chapter 6: Managing Customer Relationships <br/>Chapter 7: Service Recovery<br/><br/>PART 4: Aligning Service Design and Standards <br/>Chapter 8: Service Innovation and Design <br/>Chapter 9: Customer-Defined Service Standards <br/>Chapter 10: Physical Evidence and the Servicescape<br/><br/>PART 5: Delivering and Performing Service <br/>Chapter 11: Employees’ Roles in Service <br/>Chapter 12: Customers’ Roles in Service <br/>Chapter 13: Managing Demand and Capacity<br/><br/>PART 6: Managing Service Promises <br/>Chapter 14: Integrated Service Marketing Communications <br/>Chapter 15: Pricing of Services<br/><br/>PART 7: Service Trends: AI, Robotics, and the Bottom<br/>Chapter 16: Artificial Intelligence and Robotics in Service<br/>Chapter 17: The Financial and Economic Impact of Service 
<br/><br/><label>ISBN: </label>9781266287152 
<br/><br/><label>Subjects--Topical Terms: </label>--service industries--marketing--customer services
<br/><br/><label>Dewey Class. No.: </label>658.8