Services Marketing: Integrating Customer Focus Across the Firm
Valarie A. Zeithaml,
University of North Carolina Mary Jo Bitner,
Arizona State University Dwayne D. Gremler,
Bowling Green State University Thomas Mahaffey,
Saint Francis Xavier Univeristy Bobbi Hiltz,
Saint Francis Xavier University
ISBN: 0070964521 Copyright year: 2007
Supplements
Instructor’s Online Learning Centre (OLC)
The OLC includes a password protected website for instructors. It features all the content available to students (see below), plus the completely revised Instructor’s Manual and Microsoft ® PowerPoint ® slides.
Instructor’s CD-ROM contains the Instructor’s Manual, Computerized Test Bank and PowerPoint Presentation:
Instructor’s Manual The Instructor’s Manual includes sample syllabi, suggestions for in-class activities, teaching notes for each of the cases included in the text, and answers to end-of-chapter discussion questions and exercises, as well as video teaching notes.
Computerized Test Bank The test bank includes multiple choice, true/false, short answer and essay questions for each chapter.
Microsoft ® PowerPoint® Presentation This presentation contains figures and tables from the text that are useful for instructors in class. The full colour PowerPoint slides contained on the CD-ROM were created to present a coordinated look for course presentation.
DVD, including CBC Videos This collection of videos not only features highly relevant material from CBC programming, but also a number of videos showcasing services firms from both the United States and Canada.
Student Supplements: Student Online Learning Centre This site contains a variety of quizzes (true/false, multiple choice and essay questions) for self-testing, as well as the videos which accompany the text and web links.
To obtain an instructor login for this Online Learning Center, ask your local sales representative.
If you're an instructor thinking about adopting this textbook, request a free copy for review.
2007 McGraw-Hill Higher Education