Services Marketing: Integrating Customer Focus Across the Firm
portes grátis
Services Marketing: Integrating Customer Focus Across the Firm
Bitner, Mary Jo; Zeithaml, Valarie; Gremler, Dwayne
McGraw-Hill Education - Europe
04/2017
544
Dura
Inglês
9780078112102
15 a 20 dias
1188
Descrição não disponível.
Part 1: Foundations for Services 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: Building 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 Delivery
Chapter 12: Customers' Roles in Service Delivery
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 and the Bottom Line
Chapter 16: The Financial and Economic Impact of Service
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: Building 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 Delivery
Chapter 12: Customers' Roles in Service Delivery
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 and the Bottom Line
Chapter 16: The Financial and Economic Impact of Service
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
Part 1: Foundations for Services 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: Building 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 Delivery
Chapter 12: Customers' Roles in Service Delivery
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 and the Bottom Line
Chapter 16: The Financial and Economic Impact of Service
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: Building 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 Delivery
Chapter 12: Customers' Roles in Service Delivery
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 and the Bottom Line
Chapter 16: The Financial and Economic Impact of Service
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
