Zeithaml - Study guides, Class notes & Summaries

Summary of all the chapters discussed during the classes for Customer service insights at BUAS year 3 in 2022.

Exam (elaborations) Marketing 4280 (MARKETING4280) Test Bank for Services Marketing 6th Edition by Zeithaml (All Chapters)

Test Bank for Services Marketing 6th Edition by Zeithaml Test Bank for Services Marketing 6th Edition by Zeithaml

Summary Services Marketing - Integrating customer focus across the firm 4th edition.

Test Bank for Services Marketing 6th Edition by Zeithaml Test Bank for Services Marketing 6th Edition by ZeithamlChapter 01 Introduction to Services Multiple Choice Questions 1. In the simplest terms, _____ are deeds, processes, and performances. A. Attribut es B. Experienc es C. Service s D. Good s E. Benefit s 2. The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers, and microwaves is an example of a(n) _______. A. Servic e B. Experienc e C. A...

Notes summarising chapter 1 to chapter 9 for Services Marketing 324. Special notes are included that highlight what is important for assessments.

Complete summary of the book Integrating Customer Focus Across the Firm by Alan Wilson and Valarie A. Zeithaml (3rd Edition). For the course Services Marketing at Tilburg University. It includes everything needed for the exam!

CSI exam chapters 1, 5, 8, 9, 10 (chapter 5 is the same as chapter 2 in the fourth edition of the book). A lot of pictures and examples are given in this summary. English is easy to understand.

Content: Summary of all mandatory articles in the Theories of Marketing course. Topic 1: Marketing origins Narver&Slater (1990), The effect of a market orientation on business profitability, journal of marketing, October 1990 Slater and Narver (1998) Customer-led and market-oriented, let’s not confuse the two, strategic management journal, 19, p1001–1006 Current developments in marketing thinking Achrol &Kotler (2012), Frontiers of the marketing paradigm in the third millennium,...

Table of Contents Advantages and Disadvantages of the SERVQUAL Model 2 Introduction 2 Service Quality (SERVQUAL) 2 History 2 The SERVQUAL model 3 Figure 2-1: Conceptualization of the SERVQUAL model 3 Figure 2-2: SERVQUAL Gaps-Model 4 Source: Zeithaml, V. & Parasuraman, A. (2004) 4 SERVQUAL Gaps 4 Advantages and Disadvantages of SERVQUAL 5 Advantages 5 Disadvantages 6 Theoretical 6 Operational 7 SERVQUAL Independent Variables 7 Figure 2-3: 5 dimensions of SERVQUAL 8 Figure 2-4: S...