Test Bank for Services Marketing, 6/e Valarie A. Zeithaml

Services Marketing, 6/e Valarie A. Zeithaml test bank

Table of Content

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

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