'Mary jo bitner' presentation slideshows

Customer Loyalty

Customer Loyalty. Stowe Shoemaker, PhD University of Houston sshoemaker@uh.edu www.stoweshoemaker.net. Customer Loyalty Marketing Does Not Equal Frequency Marketing. Frequency . . . Focusing on Behavior.

647 views • 41 slides

418 views • 29 slides

Managing Services

Managing Services. What Services have you consumed today?. Service Definitions. Services are deeds, processes, and performances. Valarie Zeithaml & Mary Jo Bitner A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer.

338 views • 23 slides

Part 5

393 views • 17 slides

2.04k views • 15 slides

Physical Evidence and the Servicescape (Chapter 11)

Physical Evidence and the Servicescape (Chapter 11). Gap 2 Physical Evidence Servicescapes Guidelines for Physical Evidence Strategy. Gap 2. Key Factors Leading to Provider Gap 2. Company Perceptions of Customer Expectations. Key Factors Related to Physical Evidence:

1.15k views • 12 slides

Employees Roles in Service Delivery

333 views • 10 slides