SALE

Services Marketing 7th Edition Zeithaml Solutions Manual

Original price was: $35.00.Current price is: $26.50.

Services Marketing 7th Edition Zeithaml Solutions Manual Digital Instant Download

Category:

Instant download Services Marketing 7th Edition Zeithaml Solutions Manual pdf docx epub after payment.

Product details:

  • ISBN-10 ‏ : ‎ 0078112109
  • ISBN-13 ‏ : ‎ 978-0078112102
  • AUthor: Valarie Zeithaml; MARY JO BITNER

Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. This book introduces readers to the vital role that services play in the economy and its future. It also incorporates company examples and strategies for addressing issues in every chapter.

Table Of Contents:

  1. PART 1 FOUNDATIONS FOR SERVICE MARKETING
  2. Chapter 1 Introduction to Services
  3. What are Services?
  4. Service Industries, Service as a Product, Customer Service, and Derived Service
  5. Tangibility Spectrum
  6. Trends in the Service Sector
  7. Why Service Marketing?
  8. Service-Based Economies
  9. Service as a Business Imperative in Goods-Focused Businesses
  10. Deregulated Industries and Professional Service Needs
  11. Service Marketing Is Different
  12. Service Equals Profits
  13. Exhibit 1.1: Is the Marketing of Services Different? A Historical Perspective
  14. But “Service Stinks”
  15. Strategy Insight: Competing Strategically through Service
  16. Service and Technology
  17. Technology-Based Service Offerings
  18. New Ways to Deliver Service
  19. Technology Spotlight: The Changing Face of Customer Service
  20. Enabling Both Customers and Employees
  21. Extending the Global Reach of Services
  22. The Internet Is a Service
  23. Global Feature: The Migration of Service Jobs
  24. The Paradoxes and Dark Side of Technology and Service
  25. Characteristics of Services
  26. Intangibility
  27. Heterogeneity
  28. Simultaneous Production and Consumption
  29. Perishability
  30. Search, Experience, and Credence Qualities
  31. Challenges and Questions for Service Marketers
  32. Service Marketing Mix
  33. Traditional Marketing Mix
  34. Expanded Mix for Services
  35. Staying Focused on the Customer
  36. Exhibit 1.2: Southwest Airlines: Aligning People, Processes, and Physical Evidence
  37. Summary
  38. Discussion Questions
  39. Exercises
  40. Notes
  41. Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality
  42. The Customer Gap
  43. The Provider Gaps
  44. Provider Gap 1: the Listening Gap
  45. Provider Gap 2: the Service Design and Standards Gap
  46. Global Feature: An International Retailer Puts Customers in the Wish Mode to Begin Closing the Gaps
  47. Provider Gap 3: the Service Performance Gap
  48. Technology Spotlight: Technology’s Critical Impact on the Gaps Model of Service Quality
  49. Provider Gap 4: the Communication Gap
  50. Putting It All Together: Closing the Gaps
  51. Strategy Insight: Using the Gaps Model to Assess an Organization’s Service Strategy
  52. Summary
  53. Discussion Questions
  54. Exercises
  55. Notes
  56. PART 2 FOCUS ON THE CUSTOMER
  57. Chapter 3 Customer Expectations of Service
  58. Service Expectations
  59. Types of Expectations
  60. Global Feature: Global Outsourcing of Personal Services: What Are Customers’ Expectations?
  61. The Zone of Tolerance
  62. Factors that Influence Customer Expectations of Service
  63. Sources of Desired Service Expectations
  64. Technology Spotlight: Customer Expectations of Airport Services Using Technology
  65. Sources of Adequate Service Expectations
  66. Sources of Both Desired and Predicted Service Expectations
  67. Strategy Insight: How Service Marketers Can Influence Customers’ Expectations
  68. Issues Involving Customers’ Service Expectations
  69. What Does a Service Marketer Do if Customer Expectations Are “Unrealistic”?
  70. Exhibit 3.1: Service Customers Want the Basics
  71. Should a Company Try to Delight the Customer?
  72. How Does a Company Exceed Customer Service Expectations?
  73. Do Customers’ Service Expectations Continually Escalate?
  74. How Does a Service Company Stay Ahead of Competition in Meeting Customer Expectations?
  75. Summary
  76. Discussion Questions
  77. Exercises
  78. Notes

…

People also search:

the marketing mix for services does not necessarily include

services marketing 7th edition

services marketing 7th edition pdf

services marketing is far more evolved than products marketing

why must the seven marketing functions work together

Related products