000			01784 a2200229 4500
003			OSt
005			20241218105820.0
008			241211b |||||||| |||| 00| 0 eng d
020			_a9781266287152
082			_a658.8
100			_a Zeithaml, Valarie
245			_aServices marketing: Integrating customer focus across the firm
250			_a8th
260			_aDubuque, IA: _bMcGraw Hill, _c2023.
500			_aRecommended by: Anita Basalingappa
521			_aContent: 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
650			_xservice industries _xmarketing _xcustomer services
700			_aBitner, Mary Jo
700			_aGremler, Dwayne D.
700			_aMende, Martin
942			_cBK _2ddc
999			_c22872 _d22872