Services Marketing: Integrating Customer Focus Across the Firm by Mary Jo Bitner Paperback

Services Marketing: Integrating Customer Focus Across the Firm

Bitner, Mary Jo

Gremler, Dwayne

Zeithalm, Valerie

TATA McGraw-Hill

Service Marketing (SIE)

McGraw=Hill

This text replaces the 4Ps with the Gaps Model of Service Quality which makes explicit the difference between the marketing of goods and the marketing of services. Topics covered include: service quality; measuring service quality; links between marketing and other disciplines; and transforming a product firm into a service firm. The book focuses on customer expectations and perceptions, including customer-based pricing and value-pricing strategies to reflect the way to incorporate the customer into all decisions. Chapters discuss international services marketing and six case studies end the book.

Services Marketing

Business & Money

Zeithaml, Valarie A.

Gremler, Dwayne D.

Industries

Services Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.

Services Marketing (6th Edition)

Zeithaml, Valerie

Marketing & Sales

McGraw–Hill Education

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information.

Dwayne Gremler

Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information.

Loose Leaf for Services Marketing

Mende, Martin

Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. 
• Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. 
• New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. 
• New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. 
• McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development.

Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success.\nIn its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-to-date and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today.\nNew and updated material in this new edition includes: 
• New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. 
• New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. 
• Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. 
• Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds.\nAvailable with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.

Services Marketing: Integrating Customer Service Across the Firm 4e: Integrating Customer Focus Across the Firm (UK Higher Education Business Marketing)

Wilson, Alan

Gremler Associate Professor of Marketing, Dwayne D.

McGraw-Hill Education / Europe, Middle East & Africa

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Books by Bitner, Mary Jo

See the best price to sell, buy, or rent books by Bitner, Mary Jo. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Services Marketing: Integrating Customer Focus Across the Firm

Service Marketing (SIE)

Services Marketing

Services Marketing (6th Edition)

Services Marketing: Integrating Customer Focus Across the Firm

Loose Leaf for Services Marketing

Services Marketing: Integrating Customer Focus Across the Firm

Loose Leaf for Services Marketing

Services Marketing: Integrating Customer Service Across the Firm 4e: Integrating Customer Focus Across the Firm (UK Higher Education Business Marketing)