Product Information
Complete downloadable Test Bank for Services Marketing 6th Edition by Zeithaml. INSTRUCTOR RESOURCE INFORMATION
TITLE: Services Marketing
RESOURCE:Test Bank
EDITION: 6th 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 – 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 Services Marketing Communications
Chapter 15 – Pricing of Services
Chapter 16 – The Financial and Economic Impact of Service
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