| 000 | 00000cam u2200205 a 4500 | |
| 001 | 000045921394 | |
| 005 | 20251111164514 | |
| 008 | 171123s2017 iaua b 001 0 eng | |
| 010 | ▼a 2016059704 | |
| 020 | ▼a 9780078112102 (hardback) | |
| 035 | ▼a (KERIS)BIB000014505527 | |
| 040 | ▼a 241050 ▼c 241050 ▼d 211009 | |
| 082 | 0 0 | ▼a 658.8 ▼2 23 |
| 084 | ▼a 658.8 ▼2 DDCK | |
| 090 | ▼a 658.8 ▼b Z48 s | |
| 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 7th edition. | |
| 260 | ▼a Dubuque : ▼b McGraw-Hill Education, ▼c 2017. | |
| 300 | ▼a xxviii, 514 p : ▼b ill. ; ▼c 27 cm. | |
| 500 | ▼a Includes index. | |
| 500 | ▼a Revised edition of the authors' Services marketing, c2013. | |
| 504 | ▼a Includes bibliographical references. | |
| 505 | 8 | ▼a Machine generated contents note: <strong>Part 1: Foundations for Services Marketing</strong> Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality <strong>Part 2: Focus on the Customer</strong> Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service <strong>Part 3: Understanding Customer Requirements</strong> Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery <strong>Part 4: Aligning Service Design and Standards</strong> Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape <strong>Part 5: Delivering and Performing Service</strong> Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity <strong>Part 6: Managing Service Promises</strong> Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services <strong>Part 7: Service and the Bottom Line</strong> Chapter 16: The Financial and Economic Impact of Service CASES. |
| 520 | ▼a "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"-- ▼c Provided by publisher. | |
| 520 | ▼a "This text is for students and business people who recognize 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. Manufacturing and product-dominant companies that, in the past, have depended on their physical products for their livelihood now recognize that service provides one of their few sustainable competitive advantages"-- ▼c Provided by publisher. | |
| 650 | 0 | ▼a Service industries ▼x Marketing. |
| 650 | 0 | ▼a Customer services. |
| 650 | 0 | ▼a Marketing. |
| 650 | 7 | ▼a BUSINESS & ECONOMICS / Marketing / Multilevel. ▼2 bisacsh. |
| 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 Z48 s | 등록번호 151337886 (16회 대출) | 도서상태 대출가능 | 반납예정일 | 예약 | 서비스 |
컨텐츠정보
책소개
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.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)
Dwayne D. Gremler(지은이)