Mary Jo Bitner's Books

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

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EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.

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Page Count

539

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McGraw Hill

Published Date

ISBN 10

1526847817

ISBN 13

9781526847812

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

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EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.

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Page Count

587

Publisher

McGraw Hill

Published Date

ISBN 10

007714659X

ISBN 13

9780077146597

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

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EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

By: Alan Wilson,Valarie Zeithaml,Mary Jo Bitner,Dwayne Gremler

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539

Publisher

McGraw Hill

Published Date

ISBN 10

1526847817

ISBN 13

9781526847812

Mitchell Generations - Third Edition

By: Mary Gant Bell

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Mitchell Generations - Third Edition

By: Mary Gant Bell

Discover the Mitchell family in this journey through time. The story begins in 1548 and documents each generation. You will also learn about the families related to the Mitchell, including Ackley, Austin, Bennett, Bradford, Cook, Dyson, Evans, Forbes, Hayward, Jenney, Paine, Pope, Ring, Seamans, Snow, and Washburn. If you are related to any Mitchell's or are a history buff, this book is for you! The whole family will enjoy reading this family's history through the generations. The book also contains information regarding the Mitchell family's link to the Mayflower.

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Page Count

188

Publisher

Lulu.com

Published Date

ISBN 10

0359278213

ISBN 13

9780359278213

Book's by Mary Jo Bitner

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

EBK: Services Marketing: Integrating Customer Service Across the Firm 4e

Mitchell Generations - Third Edition

Mitchell Generations - Third Edition

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