| 000 | 00000cam u2200205 a 4500 | |
| 001 | 000045710122 | |
| 005 | 20250528173339 | |
| 008 | 120427s2013 nyua 000 0 eng d | |
| 010 | ▼a 2011051073 | |
| 020 | ▼a 9780078112058 (alk. paper) | |
| 020 | ▼a 0078112052 | |
| 035 | ▼a (KERIS)BIB000012764549 | |
| 040 | ▼a 247017 ▼d 244002 ▼c 211009 ▼d 211009 | |
| 082 | 0 0 | ▼a 658.8 ▼2 23 |
| 084 | ▼a 658.8 ▼2 DDCK | |
| 090 | ▼a 658.8 ▼b Z48s6 | |
| 100 | 1 | ▼a Zeithaml, Valarie A. ▼0 AUTH(211009)24935. |
| 245 | 1 0 | ▼a Services marketing : ▼b integrating customer focus across the firm / ▼c Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. |
| 250 | ▼a 6th ed. | |
| 260 | ▼a New York : ▼b McGraw-Hill, ▼c 2013. | |
| 300 | ▼a 642 p. : ▼b ill ; ▼c 26 cm. | |
| 650 | 0 | ▼a Service industries ▼x Marketing. |
| 650 | 0 | ▼a Customer services. |
| 650 | 0 | ▼a Marketing. |
| 700 | 1 | ▼a Bitner, Mary Jo ▼0 AUTH(211009)96977. |
| 700 | 1 | ▼a Gremler, Dwayne D. ▼0 AUTH(211009)60799. |
소장정보
| No. | 소장처 | 청구기호 | 등록번호 | 도서상태 | 반납예정일 | 예약 | 서비스 |
|---|---|---|---|---|---|---|---|
| No. 1 | 소장처 세종학술정보원/사회과학실(4층)/ | 청구기호 658.8 Z48s6 | 등록번호 151350241 | 도서상태 대출가능 | 반납예정일 | 예약 | 서비스 |
컨텐츠정보
책소개
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 tomorrows businesses as they attempt to build strong relationships with their customers.
정보제공 :
저자소개
밸러리 A. 자이텀(지은이)
서비스 품질과 고객가치분야의 권위자다. 노스캐롤라이나 채플힐의 케넌 플래글러 경영대학의 사라 그래엄 케넌 저명학자 교수이자 마케팅전공학과장으로 재직 중이다. 지은 책으로 <Delivering Quality Service>, <Balancing Customer Perceptions and Expectations>, <Services Marketing> 등이 있다.
Mary Jo Bitner(지은이)
목차
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 Services Marketing Communications Chapter 15 - Pricing of Services PART 7 - Service and the Bottom Line Chapter 16 - The Financial and Economic Impact of Service Cases Index
정보제공 :