Services Marketing: Integrating Customer Focus Across the Firm https://www.mheducation.com/cover-images/Jpeg_400-high/0078112109.jpeg 7 9780078112102 Zeithaml's Services Marketing introduces 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. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information.
Services Marketing: Integrating Customer Focus Across the Firm

Services Marketing: Integrating Customer Focus Across the Firm

7th Edition
By Valarie Zeithaml and Mary Jo Bitner and Dwayne Gremler
ISBN10: 0078112109
ISBN13: 9780078112102
Copyright: 2018
Product Details +
Read more +

Lowest Price

Rent eBook (180 Days)

video thumbnail
video thumbnail

Learn more about the ebook

$50.00

09780078112102

Purchase Options

Students, we’re committed to providing you with high-value course solutions backed by great service and a team that cares about your success. See tabs below to explore options and pricing. Don't forget, we accept financial aid and scholarship funds in the form of credit or debit cards.

McGraw-Hill eBook

  • Rent or purchase for a fraction of the printed textbook price
  • Easily highlight, take notes and search
  • Download the free ReadAnywhere App for offline access and anytime reading
  • Watch a quick video to learn more
  • Note: the eBook does not include access to Connect. If your instructor assigned Connect, click the "Digital" tab.

Rent Monthly 

$9.95/mo

or

Rent (180 Day)

$50.00

or

Lifetime

$80.00

Hardcopy

Receive via shipping:

  • Bound book containing the complete text
  • Full color
  • Hardcover or softcover

What are my shipping options?

ISBN10: 0078112109 | ISBN13: 9780078112102

Purchase

$249.95

Connect

  • Personalize your learning, save time completing homework, and possibly earn a better grade
  • Access to eBook, homework and adaptive assignments, videos, and study resources
  • Download free ReadAnywhere App for offline access to eBook for anytime reading
  • Connect may be assigned as part of your grade. Check with your instructor to see if Connect is used in your course.

See how Connect works >

ISBN10: 1259867102 | ISBN13: 9781259867101

6 Month

$125.00

The estimated amount of time this product will be on the market is based on a number of factors, including faculty input to instructional design and the prior revision cycle and updates to academic research-which typically results in a revision cycle ranging from every two to four years for this product. Pricing subject to change at any time.

Program Details

Part 1: Foundations for Services Marketing

Chapter 1: Introduction to Services

Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality

Part 2: Focus on the Customer

Chapter 3: Customer Expectations of Service

Chapter 4: Customer Perceptions of Service

Part 3: Understanding Customer Requirements

Chapter 5: Listening to Customers through Research

Chapter 6: Building Customer Relationships

Chapter 7: Service Recovery

Part 4: Aligning Service Design and Standards

Chapter 8: Service Innovation and Design

Chapter 9: Customer-Defined Service Standards

Chapter 10: Physical Evidence and the Servicescape

Part 5: Delivering and Performing Service

Chapter 11: Employees' Roles in Service Delivery

Chapter 12: Customers' Roles in Service Delivery

Chapter 13: Managing Demand and Capacity

Part 6: Managing Service Promises

Chapter 14: Integrated Service Marketing Communications

Chapter 15: Pricing of Services

Part 7: Service and the Bottom Line

Chapter 16: The Financial and Economic Impact of Service


 

About the Author

Valarie Zeithaml

Valarie Zeithaml is an award-winning teacher and researcher, and an internationally recognized pioneer of services marketing. Dr. Zeithaml has researched customer expectations in more than 50 industries. She has consulted with service and product companies, including IBM, Kaiser Permanente, GE, John Hancock Financial Services, Aetna, AT&T, Metropolitan Life Insurance, Bank of America, Chase Manhattan Bank, Allstate, and Procter and Gamble.
For her work that is influencing the future direction of marketing, she was named a Thomson Reuters Highly Cited Researcher in the report on "The World's Most Influential Scientific Minds."
The American Marketing Association (AMA) named her a Marketing Legend in 2016. She was selected for its inaugural cohort of AMA Fellows for her significant contributions to the research, theory and practice of marketing and service to the AMA in 2015.
In 2008, the AMA awarded her with the Paul D. Converse Award, which is granted every four years to individuals who have made outstanding and enduring contributions to marketing through journal articles, books or a body of work. She received the AMA’s Career Contributions to the Services Discipline Award in 2001.
She received both the Innovative Contributor to Marketing Award from the Marketing Management Association and the Outstanding Marketing Educator Award from the Academy of Marketing Science in 2004.
Dr. Zeithaml is the author or co-author of seven prized books, including  Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, Delivering Quality Service: Balancing Customer Perceptions and Expectations, and this best-selling textbook. 
She received her PhD and MBA from the University of Maryland, and her BA from Gettysburg College.

Mary Jo Bitner

MARY JO BITNER serves as Academic Director for the Center for Services Leadership at Arizona State University. Dr. Bitner was a founding faculty member of the Center for Services Leadership created for the study of services marketing and management. Dr. Bitner has published more than 50 articles and has received a number of awards for her research in leading journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Business Research, Journal of Retailing, International Journal of Service Industry Management, and Academy of Management Executive. She has consulted with and presented seminars and workshops for numerous businesses. In 2003, Dr. Bitner was honored with the Career Contributions to the Services Discipline award by the American Marketing Association’s Services Special Interest Group. 

Dwayne Gremler

DWAYNE D. GREMLER, Bowling Green State University, received his MBA and PhD degrees from Arizona State University. He is a passionate advocate for the research and instruction of services marketing issues. He has served as Chair of the American Marketing Association’s Services Marketing Special Interest Group and has helped organize services marketing conferences in Australia, The Netherlands, France, and the United States. He has been the recipient of several research awards and while a professor at the University of Idaho, Dr. Gremler received the First Interstate Bank Student Excellence in Award for teaching, an award determined by students in the College of Business and Economics.

Affordability

Find out more about our affordable course material programs.

Reduce course material costs for your students while still providing full access to everything they need to be successful. It isn't too good to be true - it's Inclusive Access.

Learn more about Inclusive Access here.

When your students still want a book but don't want to keep it, McGraw-Hill's Textbook Rental program provides students with our latest editions at our most affordable hardcover prices.

Learn more about our Textbook Rental program.

Want more information?

Our Learning Technology Representatives can help.


SmartBook

For instructors looking for more time to discuss cases and current happenings in service marketing, the auto-graded SmartBook ensures foundational content coverage before students come to class. SmartBook personalizes content to meet each learner, maximizing the time students spend preparing for class while also drastically reducing the time instructors spend on class preparation and grading.

Learn More

Connect

By prompting students to engage with key concepts, while continually adapting to their individual needs, Connect activates learning and empowers students to take control resulting in better grades and increased retention rates. Proven online content integrates seamlessly with our adaptive technology, and helps build student confidence outside of the classroom.

Learn More


Managerial focus

incorporates company examples and strategies for addressing issues in every chapter.

New or improved global, technology, and strategic service features

in nearly every chapter; updated data in key charts and examples throughout.


Increased coverage of service dominant logic and service logic

the two current logics of marketing focusing on customers as creators and co-creators of value and value in use.

Focus on digital and social marketing

in the communication chapter as well as greater coverage and examples throughout.


Increased coverage of Big Data

as a source of customer information and data analytics as a service.

More discussion and examples of strategic service initiatives and service business models in business-to-business firms

including the trend toward service infusion in goods-dominant companies.


How to Access Instructor Tools for your Course


Your text has great instructor tools – like presentation slides, instructor manuals, test banks and more. Follow the steps below to access your instructor resources or watch the step-by-step video.
  1. To get started, you'll need to visit connect.mheducation.com to sign in. (If you do not have an account, you'll need to request one from your MH rep. To find your rep – visit the Find Your Rep page).
  2. Then, under "Find a Title," you'll search by title, author or subject.
  3. Select your desired title and create a course. (Note – you do not have to create assignments, just a course instance)
  4. Then go to your Connect course homepage.
  5. In the top navigation, select library to access the instructor resources that accompany the title.