E-Book Overview
Zeithaml'sServices Marketingintroduces 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. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. View Table of Contents and Features below for more information.
E-Book Content
Services Marketing Integrating Customer Focus Across the Firm
Seventh Edition
Valarie A. Zeithaml University of North Carolina at Chapel Hill
Mary Jo Bitner Arizona State University
Dwayne D. Gremler Bowling Green State University
SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM, SEVENTH EDITION Published by McGraw-Hill Education, 2 Penn Plaza, New York, NY 10121. Copyright © 2018 by McGraw-Hill Education. All rights reserved. Printed in the United States of America. Previous editions © 2013, 2009, and 2006. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written consent of McGraw-Hill Education, including, but not limited to, in any network or other electronic storage or transmission, or broadcast for distance learning. Some ancillaries, including electronic and print components, may not be available to customers outside the United States. This book is printed on acid-free paper. 1 2 3 4 5 6 7 8 9 QVS 21 20 19 18 17 ISBN 978-0-07-811210-2 MHID 0-07-811210-9 Chief Product Officer, SVP Products & Markets: G. Scott Virkler Vice President, General Manager, Products & Markets: Michael Ryan Vice President, Content Design & Delivery: Betsy Whalen Managing Director: Susan Gouijnstook Director, Product Development: Meghan Campbell Product Developer: Laura Hurst Spell Marketing Manager: Elizabeth Schonagen Director, Content Design & Delivery: Terri Schiesl Program Manager: Mary Conzachi Content Project Managers: Kelly Hart, Danielle Clement, Karen Jozefowicz Buyer: Susan K. Culbertson Cover Design: Studio Montage, St. Louis, MO Content Licensing Specialists: Melissa Homer, Melisa Seegmiller Cover Image: Peter Bernik/Shutterstock.com, Monkey Business Images Ltd/Getty Images Compositor: MPS Limited Printer: Quad/Graphics All credits appearing on page or at the end of the book are considered to be an extension of the copyright page. Library of Congress Cataloging-in-Publication Data Zeithaml, Valarie A., author. | Bitner, Mary Jo, author. | Gremler, Dwayne D., author. Services marketing : integrating customer focus across the firm/Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. Seventh edition. | Dubuque : McGraw-Hill Education, 2017. | Revised edition of the authors’ Services marketing, c2013. LCCN 2016059704 | ISBN 9780078112102 (hardback) LCSH: Service industries—Marketing. | Customer services. | Marketing. | BISAC: BUSINESS & ECONOMICS/Marketing/Multilevel. LCC HD9980.5 .Z45 2017 | DDC 658.8—dc23 LC record available at https://lccn.loc.gov/2016059704 The Internet addresses listed in the text were accurate at the time of publication. The inclusion of a website does not indicate an endorsement by the authors or McGraw-Hill Education, and McGraw-Hill Education does not guarantee the accuracy of the information presented at these sites.
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