Services Marketing (SIE) Information Center: Table of Contents


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	Student Edition
	Instructor Edition

Services Marketing (SIE): Integrating Customer Focus Across the Firm, 4/e

Valarie A. Zeithaml, University of North Carolina-Chapel Hill
Mary Jo Bitner, Arizona State University-Tempe
Dwayne D. Gremler, Bowling Green State University-Bowling Green
Ajay Pandit, FMS, University of Delhi

ISBN: 0070660077
Copyright year: 2006

PART ONE
Foundations for Services Marketing

1 Introduction to Services
2 Conceptual Framework of the Book: The Gaps Model of Service Quality

PART TWO
Focus on the Customer

3 Consumer Behavior in Services
4 Customer Expectations of Service
5 Customer Perceptions of Service

PART THREE
Understanding Customer Requirements

6 Listening to Customers Through Research
7 Building Customer Relationships
8 Service Recovery

PART FOUR
Aligning Service Design and Standards

9 Service Development and Design
10 Customer-Defined Service Standards
11 Physical Evidence and the Servicescape

PART FIVE
Delivering and Performing Service

12 Employees’ Roles in Service Delivery
13 Customers’ Roles in Service Delivery
14 Delivering Service Through Intermediaries and Electronic Channels
15 Managing Demand and Capacity

PART SIX
Managing Service Promises

16 Integrated Services Marketing Communications
17 Pricing of Services

PART SEVEN
Service and the Bottom Line

18 The Financial and Economic Impact of Service

CASES

INDEX

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