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Services Marketing: Integrating Customer Focus Across the Firm(7版)

Services

沒有庫存
訂購需時10-14天
9781260083521
Valarie A. Zeithaml
華泰文化
2017年6月16日
413.00  元
HK$ 392.35  






ISBN:9781260083521
  • 叢書系列:服務行銷
  • 規格:平裝 / 514頁 / 20.5 x 25.6 x 1.6 cm / 普通級
    服務行銷


  • 專業/教科書/政府出版品 > 管理類 > 行銷 > 行銷學











      1.Maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter.



      2.Includes 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.





    PARTⅠ: FOUNDATIONS FOR SERVICES MARKETING

    Ch 1 Introduction to Services

    Ch 2 Conceptual Framework of the Book: The Gaps Model of Service Quality



    PART Ⅱ: FOCUS ON THE CUSTOMER

    Ch 3 Customer Expectations of Service

    Ch 4 Customer Perceptions of Service



    PART Ⅲ: UNDERSTANDING CUSTOMER REQUIREMENTS

    Ch 5 Listening to Customers through Research

    Ch 6 Building Customer Relationships

    Ch 7 Service Recovery



    PART Ⅳ: ALIGNING SERVICE DESIGN AND STANDARDS

    Ch 8 Service Innovation and Design

    Ch 9 Customer-Defined Service Standards

    Ch10 Physical Evidence and the Servicescape



    PART Ⅴ: DELIVERING AND PERFORMING SERVICE

    Ch11 Employees Roles in Service Delivery

    Ch12 Customers Roles in Service Delivery

    Ch13 Managing Demand and Capacity



    PART Ⅵ: MANAGING SERVICE PROMISES

    Ch14 Integrated Services Marketing Communications

    Ch15 Pricing of Services



    PART Ⅶ: SERVICE AND THE BOTTOM LINE

    Ch16 The Financial and Economic Impact of Service




    其 他 著 作