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 Services Marketing Communications Chapter 15 - Pricing of Services PART 7 - Service and the Bottom Line Chapter 16 - The Financial and Economic Impact of Service Cases Index
Valarie Zeithaml is the Roy and Alice H. Richards Bicentennial Professor of Marketing and Associate Dean for the MBA Program at the Kenan-Flagler Business School of the University of North Carolina. 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 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.