ISE Services Marketing: Integrating Customer Focus Across the Firm (Paperback, 8 ed)

PART 1: Foundations for Service 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: Managing 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
Chapter 12: Customers’ Roles in Service
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 Trends: AI, Robotics, and the Bottom
Chapter 16: Artificial Intelligence and Robotics in Service
Chapter 17: The Financial and Economic Impact of Service