Zeithaml Study guides, Class notes & Summaries

A complete summary of the course material from CSI. Several people have used this summary and managed to pass it.

TABLE OF CONTENTS- 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 Stan...

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

Summary of the 3rd year course Company Service Insights (CSI). Summary of the book 'Services Marketing Integrating Customer Focus Across The Firm', chapters; 1, 5, 8, 9 and 10 Summary of all the lectures and seminars Q&A Example Exam Questions.

Uitgebreide omschrijving van de hoorcolleges van services marketing.

Samenvatting van hoofdstuk 1,2,8,9,10 van het boek Services Marketing: Integrating Customer Focus Across The Firm

Summary of all the exam-relevant articles and lecture notes. Articles: Colicev, Anatoli, Ashwin Malshe, Koen Pauwels, and Peter O'Connor (2018). Improving Consumer Mindset Metrics and Shareholder Value through Social Media: The Different Roles of Owned and Earned Media. Hanssens, Dominique M. and Koen H. Pauwels (2016). Demonstrating the Value of Marketing. Haumann, Till, Benjamin Quaiser, Jan Wieseke, and Mario Rese (2014). Footprints in the Sands of Time: A Comparative Analysis of the Effecti...

Summary of the book Services Marketing. Every chapter ex. chapter 6 is included.

Summary of the book Services marketing: integrating customer focus across the firm - McGraw-Hill Valarie A. Zeithaml. It is based on the lectures given at International Hotel Management at Breda University of Applied Sciences. Een samenvatting van het boek Services marketing: integrating customer focus across the firm - McGraw-Hill Valarie A. Zeithaml. De samenvatting is gebaseerd op de lessen die gegeven worden op International Hotel Management op Breda University of Applied Sciences.

These book notes are created for for the Service Marketing - Marketing Elective course thought by Jeroen Aarts in preparation for the exam. These notes should be used in conjecture with the lesson slides as they do not re-explain what is already explained in the slides, but instead explain concepts that are not explained in the slides while also highlighting other concepts that could be relevant for the exam. All information is compartmentalized per chapters and sub-chapters (through color codin...