Services Marketing: Integrating Customer Focus Accross The Firm

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In its fifth edition, Services Marketing is more comprehensive and varied providing a detailed analysis of the issues arising from the fields of Marketing and related service providing. Based on the famous GAPS Model of Service Quality, this book, as in the previous editions, makes the process of understanding Services Marketing easier by delving in the practices and strategies adopted by the most efficient firms across the world. With its thematic approach to build stronger customer relationships through quality service, it focuses on the customer, who, after all, is the basis of all management practices. Key Features Technology Spotlight Boxes: in each chapter highlight the role technology plays in Services. Global Feature Boxes: Highlight global services marketing examples. Three Service Ps: People, Physical Evidence, Process: Builds upon the traditional marketing mix to address differences between marketing of services and tangible goods. Focus on Customer Relationships and Relationship Marketing Strategies: Integrated throughout the text to reinforce the role that relationship marketing plays in marketing a service. About The Author Valarie Zeithaml The Roy and Alice H. Richards Bicentennial Professor and MBA Associate Dean at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill. Since receiving her MBA and PhD in marketing from the Robert H. Smith School of Business at the University of Maryland in 1980, Professor Zeithaml has devoted her career to researching and teaching the topics of service quality and services management. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations (Free Press, 1990), now in its 13th printing; and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy (with Roland Rust and Katherine Lemon, Free Press, 2000). In 2002, Driving Customer Equity won the first Berry?American Marketing Association Book Prize for the best marketing book of the past three years.  Mary Jo Bitner The PETsMART Chair in Services Leadership in the Marketing Department at the W. P. Carey School of Business, Arizona State University. She also serves as Academic Director for the Center for Services Leadership at ASU. Dr. Bitner was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as a premier university-based center for the study of services marketing and management. In the mid-1990s she led the development of the W. P. Carey MBA Services Marketing and Management specialization.  Ajay Pandit Prior to rejoining Faculty of Management Studies, University of Delhi, spent one year as Professor, School of Economics and Management, Hainan University, Haikou, Hainan, China. Before joining Hainan University, he was Dean and Professor at the School of Management Studies, Guru Gobind Singh Indraprastha University (GGSIPU) on deputation from Faculty of Management Studies (FMS), University of Delhi. He has also been the Dean of School of Environment, School of Education and School of Humanities at the Indraprastha University. Professor Pandit has been on the faculty of FMS, a top 10 B-School in India, for more than 29 years.  Table Of Contents Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Chapter 3: Consumer Behavior in Services Chapter 4: Customer Expectations in Services Chapter 5: Customer Perceptions in Services Chapter 6: Listening to Customers through Research Chapter 7: Building Customer Relationships Chapter 8: Service Recovery Chapter 9: Service Development and Design