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Title: Services Marketing: Integrating Customer Focus Across the Firm, 7th Edition
Author: Dwayne Gremler, Mary Jo Bitner, Valarie Zeithaml
Length: 672 pages
Edition: 7 Student
Language: English
Publisher: Mcgraw-Hill College
Publication Date: 2017-03-14
ISBN-10: 0078112109
ISBN-13: 9780078112102

Book Description

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.

Table of Contents

PART 1 FOUNDATIONS FOR SERVICE 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
Chapter 12 Customers' Roles in Service
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

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关键词：Integrating Marketing services Customer service services readers future world

推荐泽丝曼尔的服务营销，这本书非常经典，同时也是我2009-2011年国外游学期间读到过的一本经典巨著，当时是第五版，我还当时买了纸书，回国时带回去，转眼间，快8-9年了，光阴似箭

Thanks !

谢谢，这本书非常经典,内容很全面,我当时读的是中文第五版,读完之后感到有一种眼前一亮的感觉;大致比较了一下,7ed与之前的相比较整体框架没有大的改动,应该是仅仅是章节内容部分的局部修改;

proer 发表于 2017-3-10 15:30
谢谢，这本书非常经典,内容很全面,我当时读的是中文第五版,读完之后感到有一种眼前一亮的感觉;大致比较了一 ...

第五版的中文版我也看过，翻译的可以。感谢你的推荐

这本书是SERVICES MARKETING 很经典的一本书
第一节课的教授就强烈推荐这本
谢谢楼主~~~！！！

thank