Test bank for Services Marketing 6th Edition by Valerie Zeithalm

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Type: Test Bank
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Test bank for Services Marketing 6th Edition by Valerie Zeithalm

Table of Contents

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 Service Marketing Communications

Chapter 15

Pricing of Services

PART 7 Service and the Bottom Line

Chapter 16

The Financial and Economic Impact of Service

CASES

PHOTO CREDITS

INDEXL

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