Services Marketing: Integrating Customer Focus Across the Firm (8版)

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【簡介】 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. 1.Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. 2.New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. 3.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. 4.McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. 【目錄】 PART I: FOUNDATIONS FOR SERVICE 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 Managing 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 Ch12 Customers’ Roles in Service Ch13 Managing Demand and Capacity PART VI: MANAGING SERVICE PROMISES Ch14 Integrated Service Marketing Communications Ch15 Pricing of Services PART VII: SERVICE TRENDS: AI, ROBOTICS, AND THE BOTTOM LINE Ch16 Artificial Intelligence and Robotics in Service Ch17 The Financiel and Economic Impact of Service

Services Marketing: Concepts, Strategies, & Cases (6版)

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●MARGIN AND END-OF-CHAPTER GLOSSARIES CLARIFY INDUSTRY TERMS: Key terms are highlighted in every chapter within the text and clearly defined in the adjacent margin. To assist your student in study, all key terms are presented again at the end of each chapter in order of appearance and are redefined in a convenient end-of-chapter glossary. ●CHAPTER-OPENING QUOTES AND VIGNETTES DIRECT STUDENT ATTENTION TO CHAPTER CONTENT: Every chapter begins with a managerially oriented, thought-provoking quote and engaging vignette. These features set the practical application tone for each chapter. ●END-OF-CHAPTER REVIEW QUESTIONS REINFORCE UNDERSTANDING: Every chapter concludes with constructive review questions that are intentionally written to reinforce students’ comprehension and application of chapter content. ●INSTRUCTORS’ RESOURCES PROVIDE VALUABLE TOOLS FOR PREPARATION AND ASSESSMENT: This edition's updated Instructor's Manual provides chapter outlines, PowerPoint® slides, answers to review questions and cases and an updated test bank to save you time as you prepare for your course and evaluate student progress. ●STREAMLINED 15 CHAPTERS ARE IDEAL FOR MOST SEMESTER OR QUARTER UNIVERSITY SCHEDULES: The authors continue to provide the latest service marketing concepts and practices while revision throughout this integrated service marketing text addresses technological advances, global perspectives, environmental, societal, and governance (ESG) issues and ethical considerations -- all within one book. ●END-OF-CHAPTER CASES ILLUSTRATE, DEEPEN AND EXTEND CHAPTER CONCEPTS: These cases -- purposely brief but rich in application -- represent a variety of service industries and issues. They offer students an opportunity to further internalize services marketing concepts. ●LEARNING OBJECTIVES ESTABLISH THE FRAMEWORK FOR EVERY CHAPTER: You can more efficiently organize class lectures with these helpful learning objectives. Your students can even use the learning objectives to organize class notes as they study for essay-oriented exams. 目錄 Part I: AN OVERVIEW OF SERVICES MARKETING. 1. An Introduction to Services. 2. The Fundamental Differences between Goods and Services. 3. Environmental, Societal, and Governance (ESG) and Ethical Issues in Services Marketing. 4. Consumer Behavior in Services Marketing. Part II: THE TACTICAL SERVICES MARKETING MIX. 5. The Service Delivery Process. 6. The Pricing of Services. 7. Developing the Service Communication Strategy. 8. Managing the Firm’s Physical Evidence. 9. People as Strategy: Managing Service Employees. 10. People as Strategy: Managing Service Customers. Part III: ASSESSING AND IMPLEMENTING SUCCESSFUL SERVICE STRATEGIES. 11. Defining and Measuring Customer Satisfaction. 12. Defining and Measuring Service Quality. 13. The Art of Service Failure and Recovery Management. 14. Customer Loyalty & Retention. 15. Pulling the Pieces together: Creating a World-Class Service Culture.

Services Marketing: People, Technology, Strategy (9版)

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Services Marketing: People, Technology, Strategy 作 / 譯 者 ： Jochen Wirtz,Christopher Lovelock I S B N - 13 ： 9781944659820 I S B N - 10 ： 194465982X 類 別： 服務行銷 版 次： 9 版 年 份： 2022 規 格： 665 頁 出 版 商： World Scientific Publishing Services Marketing: People, Technology, Strategy is the ninth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media, and case examples. This book takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. It features cases and examples from all over the world and is suitable for students who want to gain a wider managerial view. 目錄 PART I: UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Ch 1 Creating Value in the Service Economy Ch 2 Understanding Service Consumers Ch 3 Positioning Services in Competitive Markets PART II: APPLYING THE 4 PS OF MARKETING TO SERVICES Ch 4 Developing Service Products and Brands Ch 5 Distributing Services Through Physical and Electronic Channels Ch 6 Service Pricing and Revenue Management Ch 7 Service Marketing Communications PART III: MANAGING THE CUSTOMER INTERFACE Ch 8 Designing Service Processes Ch 9 Balancing Demand and Capacity Ch10 Crafting the Service Environment Ch11 Managing People for Service Advantage PART IV: DEVELOPING CUSTOMER RELATIONSHIPS Ch12 Managing Relationships and Building Loyalty Ch13 Complaint Handling and Service Recovery PART V: STRIVING FOR SERVICE EXCELLENCE Ch14 Improving Service Quality and Productivity Ch15 Building a World-Class Service Organization PART VI: CASE STUDIES