Zeithaml - Study guides, Class notes & Summaries

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...

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

Extensive summery of ALL the lectures (1 t/m 12) from Hans Haans 2020.

Summary of all online lectures services marketing 2020/2021, including references from the book.

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

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

Comprehensive description of the lectures of services marketing.

Summary of chapter 1,2,8,9,10 of the book 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...

This is a summary of the article "Cost-effective Service Excellence"