Services marketing: integrating customer focus across the firm

By:

Zeithaml, Valarie A

Contributor(s):

Material type: Text

TextPublication details: McGraw Hill Education (India) Pvt. Ltd. New Delhi 2018Description: xxxvi, 582 pISBN:

9789353160777

Subject(s):

DDC classification:

658.8 ZEI

Summary: .

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Holdings
Item type	Current library	Collection	Call number	Copy number	Status	Date due	Barcode	Item holds
Book	Bodh Gaya General Stacks	MAR	658.8 ZEI (Browse shelf(Opens below))	1	Available		IIMG-000503

Total holds: 0

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Previous	658.8 WIR Services marketing: people, technology and strategy	658.8 WIR Services marketing: people, technology and strategy	658.8 WIR Essentials of services marketing	658.8 ZEI Services marketing: integrating customer focus across the firm	658.8 ZEI Services marketing: integrating customer focus across the firm	658.8001 MAC Sage handbook of marketing theory	658.8001 SHE Marketing theory: evolution and evaluation of schools of marketing thought	Next

Table of Content Part 1: Foundations for Service 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 Standards Chapter 8 Service Innovation and Design Chapter 9 Customer-Defined Service Standards Chapter 10 Physical Evidence and the Servicescape Part 5: Delivering and Performing Service Chapter 11 Employees’ Roles in Service Chapter 12 Customers’ Roles in Service Chapter 13 Managing Demand and Capacity Part 6: Managing Service Promises Chapter 14 Integrated Service Marketing Communications Chapter 15 Pricing of Services Part 7: Service and the Bottom Line Chapter 16 The Financial and Economic Impact of Service Case 1: Home Solutions (India) Limited – Kitchen Section Case 2: Merit-Trac: A Test in Everyone’s Life Case 3: Ferns N Petals (FNP) Case 4: BharatMatrimony.com Case 5: BookmyShow.com Case 6: Airbnb India: Growth Pangs?

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