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Textbook Solution | Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Services Marketing
Services Marketing
Edition 6
Author(s): Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
ISBN: 978-0078112058
Publisher: Mcgraw hill
167 Explanations
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Textbook Solution | Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Chapter 1: Introduction to Services
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Chapter 2: Conceptual Framework of the Book: the Gaps Model of Service Quality
Chapter 3: Customer Expectations of Service
Chapter 4: Customer Perceptions of Service
Chapter 5: Listening to Customers Through Research
Chapter 6: Building Customer Relationships
Chapter 7: Service Recovery
Chapter 8: Service Innovation and Design
Chapter 9: Customer-Defined Service Standards
Chapter 10: Physical Evidence and the Servicescape
Chapter 11: Employees Roles in Service Delivery
Chapter 12: Customers Roles in Service Delivery
Chapter 13: Managing Demand and Capacity
Chapter 14: Integrated Service Marketing Communications
Chapter 15: Pricing of Services
Chapter 16: The Financial and Economic Impact of Service
Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
