TY  - GEN
AU  -  Zeithaml, Valarie
AU  - Bitner, Mary Jo
AU  - Gremler, Dwayne D.
AU  - Mende, Martin
TI  - Services marketing: Integrating customer focus across the firm
SN  - 9781266287152
U1  - 658.8 
PY  - 2023///
CY  - Dubuque, IA
PB  - McGraw Hill
KW  - service industries
KW  - marketing
KW  - customer services
N1  - Recommended by: Anita Basalingappa; Content:

PART 1: Foundations for Service Marketing
Chapter 1: Introduction to Services
Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality

PART 2: Focus on the Customer
Chapter 3: Customer Expectations of Service 
Chapter 4: Customer Perceptions of Service

PART 3: Understanding Customer Requirements 
Chapter 5: Listening to Customers through Research 
Chapter 6: Managing Customer Relationships 
Chapter 7: Service Recovery

PART 4: Aligning Service Design and Standards 
Chapter 8: Service Innovation and Design 
Chapter 9: Customer-Defined Service Standards 
Chapter 10: Physical Evidence and the Servicescape

PART 5: Delivering and Performing Service 
Chapter 11: Employees’ Roles in Service 
Chapter 12: Customers’ Roles in Service 
Chapter 13: Managing Demand and Capacity

PART 6: Managing Service Promises 
Chapter 14: Integrated Service Marketing Communications 
Chapter 15: Pricing of Services

PART 7: Service Trends: AI, Robotics, and the Bottom
Chapter 16: Artificial Intelligence and Robotics in Service
Chapter 17: The Financial and Economic Impact of Service
ER  -