Services Marketing: Integrating Customer Focus Across the Firm ISE by Valarie Ze

Description: Services Marketing: Integrating Customer Focus Across the Firm ISE by Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler Zeithaml/Bitner/Gremler, 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. • Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. • New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. • New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. • McGraw Hills Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. FORMAT Paperback CONDITION Brand New Author Biography VALARIE ZEITHAML is Distinguished Professor of Marketing Emï¿rita at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill. She has devoted her career to researching and teaching service quality and services management. She is the co-author of Delivering Quality Service: Balancing Customer Perceptions and Expectations, now in its 20th printing, and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy. In 2008, Dr. Zeithaml won the Paul D. Converse Award from the American Marketing Association. The award acknowledges enduring contributions to marketing through one or more journal articles, books, or a body of work. In 2009, she received the American Marketing Association/Irwin/McGraw Hill Distinguished Marketing Educator Award for lifetime leadership in marketing education and extensive contributions to the field of marketing. She also won the 2012 Bullard Research Impact Award in recognition of the broad impact of research on the field, industry, and society, and was appointed an American Marketing Association Lifetime Fellow in 2015. The 2014 List of Thomson Reuters included her in the Worlds Most Influential Scientific Minds." reflecting citation data that identified those scholars who published the highest impact work.MARY JO BITNER is an Emï¿rita Professor of Marketing in the W. P. Carey School of Business. Arizona State University. USA. While at ASU she held the Edward M. Carson Chair in Service Marketing and was the Executive Director of the Center for Services Leadership at ASU. She has contributed over four decades of service research, publishing in leading marketing, service, and management journals and is recognized as one of the pioneers in service research globally. Her primary research foci arc customeremployee interactions, technology-delivered service, and customer satisfaction. Dr. Bitner has received a number of awards recognizing her pioneering work in the service discipline including the American Marketing Associations (AMA) SERVSIG recognition for Career Contributions to the Services Discipline Award, an IBM Faculty Award, and ISSIPs inaugural Fellow Award for Lifetime Achievement in Service Science. She is an AMA Fellow and served on the AMAs Board of Trustees. She served four years as the editor-in-chief of the Journal of Service Research. Dr. Bitner was a founder and board member of the global network for Responsible Research in Business and Management (RRBM), a network committed to societal impact and usefulness in business research, where she remains involved.DWAYNE D. GREMLER is professor of Marketing at Bowling Green State University. Dr. Gremler has been teaching Services Marketing courses for almost 30 years and has been identified as having taught more undergraduate classes on this subject during this time than anyone in the United States. He is the recipient of several national teaching awards. In 2015 Dr. Gremler was appointed Distinguished Teaching Professor by the Bowling Green State University Board of Trustees and in 2022 was also appointed as Distinguished Research Professor. Dr. Gremler has been invited to conduct seminars and present research in more than a dozen countries. He has published over 100 peer-reviewed journal articles, conference papers, and book chapters and has received 16 awards for his research. He has served as an Associate Editor for the Journal of Service Research for nearly a decade and as chair of the American Marketing Associations Services Marketing Special Interest Group. Dr. Gremler is a former Fulbright Scholar, having received a grant from the U.S. government to teach at the University of Maastricht, Netherlands, in spring 2006. In 2014 he received the Christopher Lovelock Career Contributions Award from the AMAs SERVSIG. Table of Contents Table of ContentsPart 1: Foundations for Service Marketing1. Introduction to Services2. Conceptual Framework of the Book: The Gaps Model of Service QualityPart 2: Focus on the Customer3. Customer Expectations of Service4. Customer Perceptions of ServicePart 3: Understanding Customer Requirements5. Listening to Customers through Research6. Managing Customer Relationships7. Service RecoveryPart 4: Aligning Service Design and Standards8. Service Innovation and Design9. Customer-Defined Service Standards10. Physical Evidence and the ServicescapePart 5: Delivering and Performing Service11. Employees Roles in Service12. Customers Roles in Service13. Managing Demand and CapacityPart 6: Managing Service Promises14. Integrated Service Marketing Communications15. Pricing of ServicesPart 7: Service Trends: AI, Robotics, and the Bottom Line16. Artificial Intelligence and Robotics in Service17. The Financial and Economic Impact of Service Details ISBN1266287159 Author Dwayne Gremler Year 2023 ISBN-10 1266287159 ISBN-13 9781266287152 Edition 8th Format Paperback Imprint McGraw-Hill Education Place of Publication OH Country of Publication United States AU Release Date 2023-03-06 NZ Release Date 2023-03-06 US Release Date 2023-03-06 Publication Date 2023-03-06 UK Release Date 2023-03-06 Publisher McGraw-Hill Education Edition Description 8th edition DEWEY 658.8 Audience Tertiary & Higher Education Pages 562 Illustrations 90 Illustrations We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:141330638;

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