000 | 01302nam a22001697a 4500 | ||
---|---|---|---|
003 | SGT | ||
020 | _a9781259026812 | ||
082 | _a658.5,ZET | ||
100 | _aZEITHAMAL,VALARIE A | ||
245 | _aSERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM | ||
250 | _a6TH | ||
260 |
_aNEW DELHI _bTMH _c2015 |
||
300 | _a711 | ||
650 | _aPart 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 | ||
653 | _aSERVICES MARKETING | ||
942 |
_2ddc _cBK |
||
999 |
_c9985 _d9985 |