Services Marketing 7th Edition by Zeithaml Bitner Gremler Test Bank

This is completed downloadable Services Marketing 7th Edition by Valarie A. Zeithaml Mary Jo Bitner Dwayne D. Gremler Test Bank

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Services Marketing 7th Edition by Zeithaml Bitner Gremler Solution Manual

Table of content:

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

Product Details:

Language: English
ISBN-10: 0078112109
ISBN-13: 978-0078112102
ISBN-13: 9780078112102
Author: Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler

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