Test Bank for Services Marketing Integrating Customer Focus Across the Firm 5th Edition by Zeithaml

Complete downloadable Test Bank for Services Marketing Integrating Customer Focus Across the Firm 5th Edition by Zeithaml. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing Integrating Customer Focus Across the Firm
RESOURCE:Test Bank
EDITION: 5th Edition
AUTHOR: Zeithaml, Bitner, Gremler
PUBLISHER: McGraw Hill Higher Education

Table of content

Chapter 1: Introduction to Services
Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality
Chapter 3: Consumer Behavior in Services
Chapter 4: Customer Expectations of Service
Chapter 5: Customer Perceptions of Service
Chapter 6: Listening to Customers through Research
Chapter 7: Building Customer Relationships
Chapter 8: Service Recovery
Chapter 9: Service Innovation and Design
Chapter 10: Customer-Defined Service Standards
Chapter 11: Physical Evidence and the Servicescape
Chapter 12: Employees’ Roles in Service Delivery
Chapter 13: Customers’ Roles in Service Delivery
Chapter 14: Delivering Service through Intermediaries and Electronic Channels
Chapter 15: Managing Demand and Capacity
Chapter 16: Integrated Services Marketing Communications
Chapter 17: Pricing of Services
Chapter 18: The Financial and Economic Impact of Service

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