SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM
Material type:
TextPublisher: NEW DELHI TMH 2015Edition: 6THDescription: 711ISBN: 9781259026812Subject(s): 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 | SERVICES MARKETINGDDC classification: 658.5,ZET
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
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FCM Books
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SGT Science & Social Sciences Library Text Book | COMMERCE MANAGEMENT | 658.5,ZET (Browse shelf) | Available | CM2520 | |
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FCM Books
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SGT Science & Social Sciences Library Text Book | COMMERCE MANAGEMENT | 658.5,ZET (Browse shelf) | Available | CM2521 | |
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FCM Books
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SGT Science & Social Sciences Library Text Book | COMMERCE MANAGEMENT | 658.5,ZET (Browse shelf) | Available | CM2522 | |
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FCM Books
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SGT Science & Social Sciences Library Text Book | COMMERCE MANAGEMENT | 658.5,ZET (Browse shelf) | Available | CM2523 | |
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FCM Books
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SGT Science & Social Sciences Library Reference Book | COMMERCE MANAGEMENT | 658.5,ZET (Browse shelf) | Not For Loan | CM2524 |
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