{"title":"Valarie A Zeithaml","description":null,"products":[{"product_id":"services-marketing-book-valarie-a-zeithaml-9780071169943","title":"Services Marketing","description":"Advanced economies of the world are dominated by services, even manufacturing companies recognize that service provides sustainable competitive advantages. This text focuses on customer expectations in order to help companies develop and deliver a service that the customer will value.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49624557158673,"sku":"GOR001844427","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0071169946.jpg?v=1750972231"},{"product_id":"delivering-quality-service-book-valarie-a-zeithaml-9781439167281","title":"Delivering Quality Service","description":"Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.  For example, Florida Power \u0026amp; Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time.  Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track.  The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":49786873839889,"sku":"CIN1439167281G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":50035916898577,"sku":"GOR004784400","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ WELL_READ \/ SBYB","offer_id":50501259559185,"sku":"CIN1439167281A","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":51026267242769,"sku":"NIN9781439167281","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52583001620753,"sku":"NLS9781439167281","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ LIKE_NEW \/ INTERNAL","offer_id":53338213515537,"sku":"GOR011136590","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1439167281.jpg?v=1750826445"},{"product_id":"services-marketing-book-valarie-a-zeithaml-9780070782501","title":"Services Marketing","description":"This title introduces a ground-breaking approach to the services marketing course. It replaces the 4Ps with the Gaps model of service quality. The Gaps service quality model makes explicit the difference between the marketing of goods and the marketing of services, as well as the differences between the way the principles of marketing course handles the marketing mix and the way the service marketing course does. Written by extremely well-respected people in services marketing, this book is the first integrated services marketing text in the field. It covers topics of critical importance for the 1990s, such as service quality, links between marketing and other disciplines (e.g. production and operations management and human resources management), and transforming a product firm into a service firm. The text ends with six comprehensive cases.","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":49810190106897,"sku":"CIN0070782504VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50343952482577,"sku":"CIN0070782504G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0070782504.jpg?v=1751226420"},{"product_id":"service-quality-book-valarie-a-zeithaml-9780965711432","title":"Service Quality","description":null,"brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50367798477073,"sku":"CIN0965711439G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":52850342330641,"sku":"CIN0965711439VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0965711439.jpg?v=1750788615"},{"product_id":"loose-leaf-for-services-marketing-book-valarie-a-zeithaml-9781259867019","title":"Loose Leaf for Services Marketing","description":"Zeithaml's \u003ci\u003eServices Marketing\u003c\/i\u003e 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. \u003cp\u003e\u003c\/p\u003eNew 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. \u003cp\u003e\u003c\/p\u003e","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50371780804881,"sku":"CIN1259867013VG","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1259867013.jpg?v=1750825044"},{"product_id":"loose-leaf-for-services-marketing-book-valarie-a-zeithaml-9781260564167","title":"Loose Leaf for Services Marketing","description":"\u003cp\u003eZeithaml\/Bitner\/Gremler, 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.   \u003c\/p\u003e \u003cp\u003e\u003cspan\u003e* Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. \u003c\/span\u003e\u003c\/p\u003e \u003cp\u003e\u003cspan\u003e* New chapter on \"Artificial Intelligence and Service Robotics\" and the implications for service marketing. \u003c\/span\u003e\u003c\/p\u003e \u003cp\u003e\u003cspan\u003e* New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. \u003c\/span\u003e\u003c\/p\u003e \u003cp\u003e\u003cspan\u003e* McGraw Hill's Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. \u003c\/span\u003e\u003c\/p\u003e","brand":"WoB","offers":[{"title":"- \/ - \/ -","offer_id":50933407973649,"sku":"","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"US \/ GOOD \/ SBYB","offer_id":50933409612049,"sku":"CIN1260564169G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1260564169.jpg?v=1751336170"}],"url":"https:\/\/www.worldofbooks.com\/en-gb\/collections\/author-books-by-valarie-a-zeithaml.oembed","provider":"World of Books ","version":"1.0","type":"link"}