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ZEITHAMAL,VALARIE A

SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM - 6TH - NEW DELHI TMH 2015 - 711

ISBN: 9781259026812

Subjects--Topical Terms:
Part I: Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part II: Focus on the Customer 3. Customer Expectations of Service 4. Customer Perceptions of Service Part III: Understanding Customer Requirements 5. Listening to Customers through Research 6. Building Customer Relationships 7. Service Recovery Part IV: Aligning Service Design and Standards 8. Service Innovation and Design 9. Customer-Defined Service Standards 10. Physical Evidence and the Servicescape Part V: Delivering and Performing Service 11. Employees’ Roles in Service Delivery 12. Customers’ Roles in Service Delivery 13. Managing Demand and Capacity Part VI: Managing Service Promises 14. Integrated Service Marketing Communications 15. Pricing of Services Part VII: Service and the Bottom Line 16. The Financial and Economic Impact of Service Cases

Subjects--Index Terms: SERVICES MARKETING

Dewey Class. No.: 658.5,ZET