| 000 -LEADER |
|---|
| fixed length control field |
32539cam a2206109Ii 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
159910 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
111212s20132013si a b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
007108696v (paperback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780071086967 (paperback) |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
TR-IsMEF |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
TR-IsMEF |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
TR-IsMEF |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.Z45 2013 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zeithaml, Valarie A., |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Services marketing : |
| Remainder of title |
integrating customer focus across the firm / |
| Statement of responsibility, etc. |
Valarie A. Zeithaml, University of North Carolina at Chapel Hill, Mary Jo Bitner, Arizona State University, Dwayne D. Gremler, Bowling Green State University. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Sixth edition, International edition. |
| 264 1# - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Singapure : |
| Name of producer, publisher, distributor, manufacturer |
McGraw-Hill Irwin, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2013. |
| 264 4# - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
©2013 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxvii, 642 p. : |
| Other physical details |
illustrations ; |
| Dimensions |
26 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Marketing. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bitner, Mary Jo, |
| Relator term |
author. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gremler, Dwayne D., |
| Relator term |
author. |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html">https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html">https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html</a> |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="https://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html">https://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html">https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html">https://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html</a> |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="https://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html">https://www.loc.gov/catdir/enhancements/fy1408/2011051073-t.html</a> |
| 900 ## - EQUIVALENCE OR CROSS-REFERENCE-PERSONAL NAME [LOCAL, CANADA] |
|---|
| Personal name |
MEF Üniversitesi Kütüphane katalog kayıtları RDA standartlarına uygun olarak üretilmektedir / MEF University Library Catalogue Records are Produced Compatible by RDA Rules |
| 910 ## - USER-OPTION DATA (OCLC) |
|---|
| User-option data |
Çağlayan |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Books |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
About the authors, |
| Pages |
iv. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Preface, |
| Pages |
vii. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 1 Foundations for services marketing, |
| Pages |
1. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 1 Introduction to services, |
| Pages |
2. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
What are services?, |
| Pages |
3. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service industries, service as a product, customer service, and derived service, |
| Pages |
4. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Tangibility spectrum, |
| Pages |
5. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Trends in the service sector, |
| Pages |
5. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Why service marketting?, |
| Pages |
6. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service-based economies, |
| Pages |
6. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service as a business imperative in goods-focused businesses, |
| Pages |
8. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Deregulated industries and professional service needs, |
| Pages |
9. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service marketing is different, |
| Pages |
10. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service equals profits, |
| Pages |
10. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 1.1: is the martketing of services different? a historical perspective, |
| Pages |
11. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: competing strategically through service, |
| Pages |
13. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service and technology, |
| Pages |
14. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
New service offerings, |
| Pages |
14. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
New ways to deliver service, |
| Pages |
15. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Enabling both customers and employees, |
| Pages |
15. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: the changing face of customer service, |
| Pages |
16. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Extending the global reach of services, |
| Pages |
16. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The internet is a service, |
| Pages |
16. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The paradoxes and dark side of technology and service, |
| Pages |
17. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: the migration of service jobs, |
| Pages |
18. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Characteristics of services, |
| Pages |
19. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Intangibility, |
| Pages |
20. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Heterogeneity, |
| Pages |
21. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Simultaneous production and consumption, |
| Pages |
21. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Perishability, |
| Pages |
22. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Search, experience and credence qualities, |
| Pages |
23. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Challenges and questions for service marketers, |
| Pages |
24. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service marketing mix, |
| Pages |
24. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Traditional marketing mix, |
| Pages |
25. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Expanded mix for services, |
| Pages |
26. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Staying focused on the customer, |
| Pages |
27. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 1.2: southwest airlines: aligning people, processes, and physical evidence, |
| Pages |
28. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
29. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
29. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
29. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
30. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 2 Conceptual framework of the book: the gaps model of service quality, |
| Pages |
33. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The customer gap, |
| Pages |
35 |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The provider gaps, |
| Pages |
36. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provider gap 1: the listening gap, |
| Pages |
36. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provider gap 2: the service design and standards gap, |
| Pages |
37. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Standards gap, |
| Pages |
37. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: an international retailer puts customers in the wish mode to begin closing the gaps, |
| Pages |
38. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provider gap 3: the service performance gap, |
| Pages |
40. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: technology: technology's critical impact on the gaps model of service quality, |
| Pages |
42. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provider gap 4: the communication gap, |
| Pages |
44. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Putting it all together: closing the gaps, |
| Pages |
45. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: using the gaps model to assess an organization's service strategy, |
| Pages |
46. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
48. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
48. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
48. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
48. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 2 focus on the customer, |
| Pages |
49. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 3 customer expectations of service, |
| Pages |
50. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service expectations, |
| Pages |
52. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Type of expectations, |
| Pages |
53. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: global outsourcing of personal services: what are customers' expectations, |
| Pages |
54. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The zone of tolerance, |
| Pages |
54. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Factors that influence customer expectations of service, |
| Pages |
57. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sources of desired service expectations, |
| Pages |
57. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sources of adequate service expectations, |
| Pages |
59. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: customer expectations of airport services using technology, |
| Pages |
60. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sources of both desired and predicted service expectations, |
| Pages |
63. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: how service marketers can influence customers' expectations, |
| Pages |
65. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Issues involving customers' service expectations, |
| Pages |
66. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
What does a service marketer. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Do if customer expectations are "unrealistic"?, |
| Pages |
66. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 3.1: service customers want the basics, |
| Pages |
67. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Should a company exceed customer service expectations?, |
| Pages |
69. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Do customers' service expectations continually escalate?, |
| Pages |
71. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
How does a service company stay ahead of competition in meeting customer expectations?, |
| Pages |
71. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
72. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
72. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
73. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
73. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer perceptions of service, |
| Pages |
76. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer perceptions, |
| Pages |
78. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Satisfaction versus service quality, |
| Pages |
79. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Transaction versus cumulative perceptions, |
| Pages |
79. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer satisfaction, |
| Pages |
80. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
What is customer satisfaction?, |
| Pages |
80. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
What determines customer satisfaction?, |
| Pages |
81. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
National customers satisfaction indexes, |
| Pages |
83. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The American customer satisfaction index, |
| Pages |
83. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Outcomes of customer satisfaction, |
| Pages |
85. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service quality, |
| Pages |
87. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Outcome, interaction, and physical environment quality, |
| Pages |
87. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service quality dimensions, |
| Pages |
87. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: importance of service quality dimensions across cultures, |
| Pages |
88. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
E-service quality, |
| Pages |
91. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service encounters: the building blocks for customer perceptions, |
| Pages |
93. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service encounters or moments of truth, |
| Pages |
93. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: customer satisfaction, loyalty, and service as corporate strategies, |
| Pages |
94. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The importance of encounters, p95. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 4.1: one critical encounter destroys 30-year relationship, |
| Pages |
97. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Types of service encounters, |
| Pages |
98. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sources of pleasure and displeawsure in service encounters, |
| Pages |
99. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: customers love amazon, |
| Pages |
100. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibiy 4.2: service encounter themes, |
| Pages |
102. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology-based service encounters, |
| Pages |
103. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
105. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
105. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
106. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
106. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 3 understanding customer requirements, |
| Pages |
11. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 5 listening to customers through research, |
| Pages |
113. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Using customer research to understand customer expectations, |
| Pages |
115. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Research objectives for service, |
| Pages |
115. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Criteria for an effective service research program, |
| Pages |
116. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 5.1: elements in an effective customer research program for services, |
| Pages |
118. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Elements in an effective marketing research program, |
| Pages |
121. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Complaint solicitation, |
| Pages |
121. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: conducting customer research on the web, |
| Pages |
122. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Critical incident studies, |
| Pages |
123. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Requirements research, |
| Pages |
124. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Relationship and servqual surveys, |
| Pages |
125. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 5.2: servequal: a multidimensional scale at capture customer perceptions and expectations of service quality, |
| Pages |
126. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Trailer calls or postransaction surveys, |
| Pages |
128. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service expectation meeting and reviews, |
| Pages |
129. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Process checkpoint evaluations, |
| Pages |
130. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Market-oriented ethnography, |
| Pages |
130. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Mystery shopping, |
| Pages |
131. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer panels, |
| Pages |
132. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Lost customer research, |
| Pages |
132. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Analyzing and interpreting customer research findings, |
| Pages |
133. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Zones of tolerance charts, |
| Pages |
133. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: from greeting cards to gambling, companies bet on database customer research, |
| Pages |
134. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: conducting customer research in emerging markets, |
| Pages |
136. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Importance/performance matrices, |
| Pages |
136. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Using marketing research information, |
| Pages |
138. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Upward communication, |
| Pages |
138. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Objectives for upward communication, |
| Pages |
138. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 5.3: elements in an effective program of upward communication, |
| Pages |
139. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Research for upward communication, |
| Pages |
139. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 5.4: employees provide upward communication at cabela's "world's foremost outfitter", |
| Pages |
141. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Benefits of upward communication, |
| Pages |
142. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
142. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
142. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
143. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
143. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 6 Building customer relationships, |
| Pages |
145. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Relationship marketing, |
| Pages |
147. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The evolution of customer relationships, |
| Pages |
147. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 6.1: a typology of exchange relationships, |
| Pages |
149. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: customer information systems help enhance the customer relationship, |
| Pages |
150. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The goal of relationship marketing, |
| Pages |
152. |
| 970 11 - REFERENCES |
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| Title of a work |
Benefits for customers and firms, |
| Pages |
153. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Relationship value of customers, |
| Pages |
156. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 6.2: calculating the relationship value of a quicken customer, |
| Pages |
157. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer profitability segments, |
| Pages |
157. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Profitability tiers-the customer pyramid, |
| Pages |
158. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The customer's view of profitability tiers, |
| Pages |
159. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Making business decisions using profitability tiers, |
| Pages |
160. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Relationship development strategies, |
| Pages |
160. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Core service provision, |
| Pages |
160. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Switching barriers, |
| Pages |
161. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Relationship bonds, |
| Pages |
162. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: developing loyal customers at alliance boots, |
| Pages |
166. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Relationship challenges, |
| Pages |
166. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The customer is not always right, |
| Pages |
166. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Ending business relationships, |
| Pages |
169. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: "the customer is always right": rethinking an old tenet, |
| Pages |
170. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
172. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
173. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
173. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
174. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 7 Service recovery, |
| Pages |
179. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The impact of service failure and recovery, |
| Pages |
188. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service rcovery effects, |
| Pages |
181. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 7.1: the internet spreads the story of poor service recovery: "yours is a very bad hotel", |
| Pages |
182. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The service recovery paradox, |
| Pages |
184. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
How customers respond to service failures, |
| Pages |
185. |
| 970 11 - REFERENCES |
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| Title of a work |
Why people do (and do not) complain, |
| Pages |
185. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Types of customer complaint actions, |
| Pages |
187. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Types of complainers, |
| Pages |
187. |
| 970 12 - REFERENCES |
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| Title of a work |
Service recovery strategies: fixing the customer, |
| Pages |
188. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Respond quickly, |
| Pages |
189. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 7.2: story of a service hero, |
| Pages |
190. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provide appropriate communication, |
| Pages |
191. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: cisco systems-customers recover for themselves, |
| Pages |
192. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Treat customers fairly, |
| Pages |
194. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 7.3: fairness themes in service recovery, |
| Pages |
195. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: service recovery across cultures, |
| Pages |
196. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cultivate relationships with customers, |
| Pages |
197. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: eliciting complaints, |
| Pages |
198. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service recovery strategies: fixing the problem, |
| Pages |
198. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Encourage and track complaints, |
| Pages |
198. |
| 970 11 - REFERENCES |
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| Title of a work |
Learn form recovery experiences, |
| Pages |
199. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Learn form lost customers, |
| Pages |
200. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Make the service fail-safe-do it right the fist time!, |
| Pages |
201. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service guarantees, |
| Pages |
201. |
| 970 11 - REFERENCES |
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| Title of a work |
Characteristics of effective guarantees, |
| Pages |
202. |
| 970 11 - REFERENCES |
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| Title of a work |
Types of service guarantees, |
| Pages |
204. |
| 970 11 - REFERENCES |
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| Title of a work |
Benefits of service guarantees, |
| Pages |
204. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 7.4: questions to consider in implementing a service guarantee, |
| Pages |
205. |
| 970 11 - REFERENCES |
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| Title of a work |
When to use (or not use) a guarantee, |
| Pages |
205. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Switching versus staying following service recovery, |
| Pages |
206. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
208. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
208. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
209. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
209. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 4 aligning service design and standards, |
| Pages |
215. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 8 Service innovation and design, |
| Pages |
216. |
| 970 12 - REFERENCES |
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| Title of a work |
Challenges of service innovation and design, |
| Pages |
218. |
| 970 12 - REFERENCES |
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| Title of a work |
Important considerations for service innovation, |
| Pages |
219. |
| 970 11 - REFERENCES |
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| Title of a work |
Involve customers and employees, |
| Pages |
219. |
| 970 11 - REFERENCES |
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| Title of a work |
Global featre: the global service innovation imperative, |
| Pages |
220. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Employ service design thinking and techniques, |
| Pages |
220. |
| 970 11 - REFERENCES |
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| Title of a work |
Technology spotlight: facebook: a radical service innovation, |
| Pages |
222. |
| 970 12 - REFERENCES |
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| Title of a work |
Types of service innovation, |
| Pages |
224. |
| 970 11 - REFERENCES |
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| Title of a work |
Service offering innovation, |
| Pages |
224. |
| 970 11 - REFERENCES |
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| Title of a work |
Innovation around customer roles, |
| Pages |
225. |
| 970 11 - REFERENCES |
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| Title of a work |
Innovation through service solutions, |
| Pages |
225. |
| 970 12 - REFERENCES |
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| Title of a work |
Stages in service innovation and development, |
| Pages |
226. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
From-end planning, |
| Pages |
227. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: strategic growth through services, |
| Pages |
230. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Implementation, |
| Pages |
231. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 8.1: service innovation at the mayo clinic, |
| Pages |
232. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service blueprinting: a technique for service innovation and design, |
| Pages |
234. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
What is a service blueprint?, |
| Pages |
235. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Blueprint components, |
| Pages |
235. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service blueprint examples, |
| Pages |
237. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Blueprints for technology-delivered self-service, |
| Pages |
239. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Reading and using service blueprints, |
| Pages |
240. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Building a blueprint, |
| Pages |
241. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 8.2: blueprinting ing action at ARAMARK parks and destinations, |
| Pages |
242. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 8.3. frequently asked questions about service blueprinting, |
| Pages |
244. |
| 970 01 - REFERENCES |
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| unimportant Title |
Summary, |
| Pages |
244. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
245. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
245. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
246. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 9 Customer-defined service standards, |
| Pages |
250. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Factors necessary for appropriate service standards, |
| Pages |
252. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Standardization of service behaviors and actions, |
| Pages |
252. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Formal service targets and gaols, |
| Pages |
253. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer-, not company-, defined standards, |
| Pages |
253. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: when is the strategy of customization better than standardization?, |
| Pages |
254. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Types of customer-defined service standards, |
| Pages |
256. |
| 970 11 - REFERENCES |
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| Title of a work |
Hard customer-defined standards, |
| Pages |
256. |
| 970 11 - REFERENCES |
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| Title of a work |
Exhibit 9.1: examples of hard customer-defined standards, |
| Pages |
257. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: the power of good responsiveness standards, |
| Pages |
258. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Soft custome-defined standards, |
| Pages |
259. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: adjusting service standards around the globe, |
| Pages |
260. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 9.2: examples of soft customer-defined standards, |
| Pages |
262. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 9.3: hard and soft standards for service at Ford Motor Company, |
| Pages |
263. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
One-time fixes, |
| Pages |
264. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Development of customer-defined service standards, |
| Pages |
264. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Turning customer requirements into specific behaviors and actions, |
| Pages |
264. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 9.4: expected behaviors for service encounters at John Robert's spa, |
| Pages |
268. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Developing service performance indexes, |
| Pages |
273. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
273. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
274. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
274. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
275. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 10 physical evidence and the serviscescape, |
| Pages |
276. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Physical evidence, |
| Pages |
278. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
What is physical evidence?, |
| Pages |
278. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
How does physical evidence affect the customer experience?, |
| Pages |
279. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: virtual servicescapes: experiencing services through the internet, |
| Pages |
280. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Types of servicescapes, |
| Pages |
282. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Servicescape usage, |
| Pages |
282. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Servicescape complexity, |
| Pages |
283. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategic roles of the servicescape, |
| Pages |
283. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: strategic positioning through architectural design, |
| Pages |
284. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Package, |
| Pages |
284. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 10.1: using physical evidence to position a new service, |
| Pages |
286. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Facilitator, |
| Pages |
287. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Socializer, |
| Pages |
287. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Differentiator, |
| Pages |
288. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Framework for understanding servicescape effects on behavior, |
| Pages |
288. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The underlying framework, |
| Pages |
288. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 10.2: servicescapes and well-being in healt-care, |
| Pages |
289. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Behaviors in the servicescape, |
| Pages |
291. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Internal responses to the servicescape, |
| Pages |
292. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 10.3: social support in "third places", |
| Pages |
294. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Environmental dimensions of the servicescape, |
| Pages |
296. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 10.3: designing the mayo clinic hospital, |
| Pages |
298. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Guidelines for physical evidence strategy, |
| Pages |
298. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Recognize the strategic impact of physical evidence, |
| Pages |
298. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Blueprint the physical evidence of service, |
| Pages |
299. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: McDonald's adapts servicescapes to fit the culture, |
| Pages |
300. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Clarify strategic roles of the servicescpaes, |
| Pages |
302. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Assess and identify physical evidence opportunities, |
| Pages |
302. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Updare and modernize the evidence, |
| Pages |
302. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Work cross-functionally, |
| Pages |
303. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
303. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
304. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
304. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
305. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 5 Delivering and performing service, |
| Pages |
309. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 11 Employees' roles in service delivery, |
| Pages |
311. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service culture, |
| Pages |
312. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibiting service leadership, |
| Pages |
313. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Developing a service culture, |
| Pages |
313. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: how well does a company's service culture travel?, |
| Pages |
314. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Transporting a service culture, |
| Pages |
314. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The critical role of service employees, |
| Pages |
315. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The service triangle, |
| Pages |
317. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Employee satisfaction, customer satisfaction, and profits, |
| Pages |
318. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The effect of employee behaviors on service quality dimensions, |
| Pages |
319. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Boundary-spanning roles, |
| Pages |
319. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Emotional labor, |
| Pages |
320. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Sources of conflict, |
| Pages |
321. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: strategies for managing emotional labor, |
| Pages |
322. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Quality/productivity trade-offs, |
| Pages |
324. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategies for delivering service quality through people, |
| Pages |
324. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Hire the right people, |
| Pages |
325. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: how technology is helping employees serve customers more effectively and efficiently, |
| Pages |
326. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 11.1: google quickly becomes a preffered employer in its industry, |
| Pages |
328. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Develop people to deliver service quality, |
| Pages |
330. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 11.2: potential benefits and costs of empowerment, |
| Pages |
332. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Provide needed support systems, |
| Pages |
333. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Retain the best people, |
| Pages |
334. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer-oriented service delivery, |
| Pages |
336. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
338. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
338. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
339. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
339. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 12 customers' roles in service delivery, |
| Pages |
345. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The importance of customers in service cocreation and delivery, |
| Pages |
347. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer receiving the service, |
| Pages |
347. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: customer cocreation of value: the new strategy frontier, |
| Pages |
348. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Fellow customers, |
| Pages |
349. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customers' roles, |
| Pages |
351. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customers as productive resources, |
| Pages |
351. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 12.1: client coproduction in business-to-business services, |
| Pages |
352. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customers as contributors to service quality and satisfaction, |
| Pages |
354. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 12.2: which customer (A or B) will be most satisfied?, |
| Pages |
355. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customers as competitors, |
| Pages |
356. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: at Sweden's IKEA, global customers cocreate customizes value, |
| Pages |
357. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Self-service technologies-the ultimate in customer participation, |
| Pages |
358. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
A proliferation of new SSTs, |
| Pages |
358. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer usage of SSTs, |
| Pages |
359. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Success with SSTs, |
| Pages |
360. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategies for enhancing customer participation, |
| Pages |
360. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Define customers' roles, |
| Pages |
360. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: technology facilitates customer participation in health care, |
| Pages |
362. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 12.3: working together, U.S. utility companies and customers conserve energy, |
| Pages |
365. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Recruit, educate, and reward customers, |
| Pages |
365. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 12.4: weight watchers educates and orients new members, |
| Pages |
367. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Manage the customer mix, |
| Pages |
368. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
370. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
370. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
371. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
371. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 13 Managing demand and capacity, |
| Pages |
375. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The underlying issue: lack of inventory capability, |
| Pages |
377. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Capacity constraints, |
| Pages |
379. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Time, labor, equipment, and facilities, |
| Pages |
380. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Optimal versus maximum use of capacity, |
| Pages |
380. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Demand patterns, |
| Pages |
381. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The charting of demand patterns, |
| Pages |
381. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Predictable cycles, |
| Pages |
382. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Random demand fluctuations, |
| Pages |
382. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Demand patterns by market segments, |
| Pages |
383. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Strategies for matching capacity and demand, |
| Pages |
383. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Shifting demand to match capacity, |
| Pages |
383. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: cemex creatively manages chaotic demand for its services, |
| Pages |
384. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Adjusting capacity to meet demand, |
| Pages |
387. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: combining demand (marketing) and capacity (operations) strategies to increase profits, |
| Pages |
390. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Combining demand and capacity strategies, |
| Pages |
392. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Yield management: balancing capacity utilization, pricing, market segmentation, and financial return, |
| Pages |
392. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 13.1: simple yield calculations: examples from hotel and legal services, |
| Pages |
393. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: information and technology drive yield management systems, |
| Pages |
394. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Implementing a yield management system, |
| Pages |
394. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Challenges and risks in using yield management, |
| Pages |
396. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Waiting line strategies: when demand and capacity cannot be matched, |
| Pages |
397. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Employ operational logic, |
| Pages |
397. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 13.2: overflow in the ED: managing hospital emergency departments, |
| Pages |
398. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Establish a reservation process, |
| Pages |
400. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Differentiate waiting customers, |
| Pages |
401. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Make waiting more pleasurable, |
| Pages |
402. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
404. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
404. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
405. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
405. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 6 managing service promises, |
| Pages |
409. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 14 intregrated service marketing communications, |
| Pages |
411. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The need for coordination in marketing communication, |
| Pages |
413. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Key service communication challenges, |
| Pages |
415. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Service intagibility, |
| Pages |
415. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Management of service promises, |
| Pages |
416. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Management of customer expectations, |
| Pages |
416. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer education, |
| Pages |
417. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Internal marketing communication, |
| Pages |
417. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Five categories of strategies to match service promises with delivery, |
| Pages |
418. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Address service intangibility, |
| Pages |
418. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: Google's strategy dominates web advertising and communication, |
| Pages |
421. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 14.1: service advertising strategies matched with properties of intangibility, |
| Pages |
422. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Manage service promises, |
| Pages |
425. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: virgin atlantic airways, |
| Pages |
428. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Manage customer expectations, |
| Pages |
429. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: grouping customers based on online activities, |
| Pages |
430. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Manage customer education, |
| Pages |
432. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Manage internal marketing communication, |
| Pages |
434. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
437. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
437. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
438. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
438. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 15 pricing of services, |
| Pages |
440. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Three key ways that service prices are different for customers, |
| Pages |
442. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer knowledge of service prices, |
| Pages |
442. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 15.1: what do you know about the prices of services, |
| Pages |
443. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
The role of nonmonetary costs, |
| Pages |
445. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Price as an indicator of service-quality, |
| Pages |
447. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Approaches to pricing services, |
| Pages |
447. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Cost-based pricing, |
| Pages |
448. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Competition-based pricing, |
| Pages |
449. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: "congestion pricing" as a strategy to change driving behavior in big cities, |
| Pages |
450. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Demand-based pricing, |
| Pages |
451. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: unique pricing around the world, |
| Pages |
452. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Pricing strategies that link to the four value definitions, |
| Pages |
455. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: dynamic pricing on the internet allows price adjustments based on supply and demand, |
| Pages |
456. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 15.2: pricing for customer--perceived value with modular service pricing and service tiering, |
| Pages |
458. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Pricing strategies when the customer means "value is low price", |
| Pages |
460. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Pricing strategies when the customer means "value is everything i want in a service", |
| Pages |
462. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Pricing strategies when the customer means "value is the quality i get for the price i pay, |
| Pages |
462. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Pricing strategies when the customer means "value is all that i get for all that i give", |
| Pages |
464. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
466. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
466. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
467. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
467. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Part 7 Service and the bottom line, |
| Pages |
469. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Chapter 16 the financial and economic impact of service, |
| Pages |
470. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Service and profitability: the direct relationship, |
| Pages |
472. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Offensive marketing effects of service: attracting more and better customers, |
| Pages |
473. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 16.1: customer satisfaction, service quality, and firm performance, |
| Pages |
474. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Defensive marketing effects of service: customer retention, |
| Pages |
476. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Lower costs, |
| Pages |
476. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Volume of pruchases, |
| Pages |
477. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Price premium, |
| Pages |
477. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Word-of-mouth communication, |
| Pages |
477. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 16.2: word-of-mouth communication and customer measurement: the net promoter service, |
| Pages |
478. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Customer perceptions of service quality and purchase intentions, |
| Pages |
478. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 16.3: questions that managers want answered about defensive marketing, |
| Pages |
480. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Exhibit 16.4: service quality and the economic worth of customers: businesses still need to know more, |
| Pages |
482. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
The key drivers of service quality, customer retention, and profits, |
| Pages |
483. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Strategy insight: customer equity and return on marketing: metrics to match a strategic customer-centered view of the firm, |
| Pages |
484. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Company performance measurement: the balanced performance scorecard, |
| Pages |
484. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Technology spotlight: cost-effective service excellence through technology, |
| Pages |
487. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Global feature: measurement of customer satisfaction worldwide, |
| Pages |
488. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Changes to financial measurement, |
| Pages |
488. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Customer perceptual measures, |
| Pages |
489. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Operational measures, |
| Pages |
489. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Innovation and learning, |
| Pages |
489. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Effective nonfinancial performance measurements, |
| Pages |
489. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Summary, |
| Pages |
491. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Discussion questions, |
| Pages |
492. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Exercises, |
| Pages |
492. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Notes, |
| Pages |
492. |
| 970 12 - REFERENCES |
|---|
| Title of a work |
Cases, |
| Pages |
495. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 1 zappos.com 2009: clothing, customer service, and company culture, |
| Authors, Editors etc. |
Frances X. Frei, |
| -- |
Frei, Frances X, |
| Pages |
495. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 1 zappos.com 2009: clothing, customer service, and company culture, |
| Authors, Editors etc. |
Robin J. Ely, |
| -- |
Ely, Robin J., |
| Pages |
495. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 1 zappos.com 2009: clothing, customer service, and company culture, |
| Authors, Editors etc. |
Laura Winig, |
| -- |
Winig, Laura, |
| Pages |
495. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 2 Merrill lynch: supernova, |
| Authors, Editors etc. |
Rogelio Olivia, |
| -- |
Olivia, Rogelio, |
| Pages |
516. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 2 Merrill lynch: supernova, |
| Authors, Editors etc. |
Roger Hallowell, |
| -- |
Hallowell, Roger, |
| Pages |
516. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 2 Merrill lynch: supernova, |
| Authors, Editors etc. |
Gabriel R. Bitran, |
| -- |
Bitran, Gabriel R., |
| Pages |
516. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 3 United breaks guitars, |
| Authors, Editors etc. |
John Deighton, |
| -- |
Deighton, John, |
| Pages |
537. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 3 United breaks guitars, |
| Authors, Editors etc. |
Leora Kornfeld, |
| -- |
Kornfeld, Leora, |
| Pages |
537. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 4 Michelin fleet solutions: from selling tires to selling kilometers, |
| Pages |
549. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 5 ISS Iceland, |
| Pages |
563. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 6 People, service, and profit at Jysske Bank, |
| Pages |
572. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 7 JetBlue: high-flying airline melts down in ice storm, |
| Authors, Editors etc. |
Joe Brennan, |
| -- |
Brennan, Joe, |
| Pages |
591. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 7 JetBlue: high-flying airline melts down in ice storm, |
| Authors, Editors etc. |
Felicia Morgan, |
| -- |
Morgan, Felicia, |
| Pages |
591. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 8 Using service marketing to develop and deliver integrated solutions at caterpillar in Latin America, |
| Authors, Editors etc. |
Holger Pitzsch, |
| -- |
Pitzsch, Holger, |
| Pages |
607. |
| 970 11 - REFERENCES |
|---|
| Title of a work |
Case 8 Using service marketing to develop and deliver integrated solutions at caterpillar in Latin America, |
| Authors, Editors etc. |
Valarie A. Zeithaml, |
| -- |
Zeithaml, Valarie A., |
| Pages |
607. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Photo Credits, |
| Pages |
620. |
| 970 01 - REFERENCES |
|---|
| unimportant Title |
Index, |
| Pages |
622. |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
KOHA |