Test Bank for Services Marketing 6th Edition by Valerie Zeithalm

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Test Bank for Services Marketing 6th Edition by Valerie Zeithalm

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Description 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

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