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Services Marketing: Integrating Customer Focus Across the Firm(7版) pdf epub mobi txt 电子书 下载 2024

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Services Marketing: Integrating Customer Focus Across the Firm(7版)
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著者
出版者 出版社：华泰文化 订阅出版社新书快讯 新功能介绍
翻译者
出版日期 出版日期：2017/06/16
语言 语言：英文

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发表于2024-04-28

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图书描述

1.Maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter.

　　2.Includes 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.

著者信息

作者简介

Valarie A. Zeithaml

　　现职：University of North Carolina

Mary Jo Bitner

　　现职：Arizona State University

Dwayne D. Gremler

　　现职：Bowling Green State University
Services Marketing: Integrating Customer Focus Across the Firm(7版) pdf epub mobi txt 电子书 下载

图书目录

PARTⅠ: FOUNDATIONS FOR SERVICES MARKETING
Ch 1 Introduction to Services
Ch 2 Conceptual Framework of the Book: The Gaps Model of Service Quality

PART Ⅱ: FOCUS ON THE CUSTOMER
Ch 3 Customer Expectations of Service
Ch 4 Customer Perceptions of Service

PART Ⅲ: UNDERSTANDING CUSTOMER REQUIREMENTS
Ch 5 Listening to Customers through Research
Ch 6 Building Customer Relationships
Ch 7 Service Recovery

PART Ⅳ: ALIGNING SERVICE DESIGN AND STANDARDS
Ch 8 Service Innovation and Design
Ch 9 Customer-Defined Service Standards
Ch10 Physical Evidence and the Servicescape

PART Ⅴ: DELIVERING AND PERFORMING SERVICE
Ch11 Employees' Roles in Service Delivery
Ch12 Customers' Roles in Service Delivery
Ch13 Managing Demand and Capacity

PART Ⅵ: MANAGING SERVICE PROMISES
Ch14 Integrated Services Marketing Communications
Ch15 Pricing of Services

PART Ⅶ: SERVICE AND THE BOTTOM LINE
Ch16 The Financial and Economic Impact of Service

图书序言

图书试读

None

Services Marketing: Integrating Customer Focus Across the Firm(7版) epub 下载 mobi 下载 pdf 下载 txt 电子书 下载 2024

Services Marketing: Integrating Customer Focus Across the Firm(7版) epub 下载 mobi 下载 pdf 下载 txt 电子书 下载 2024

Services Marketing: Integrating Customer Focus Across the Firm(7版) pdf epub mobi txt 电子书 下载 2024


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