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: .

List(s) this item appears in: Marketing | Public Policy & General Management

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Holdings
Item type	Current library	Collection	Call number	Copy number	Status	Date due	Barcode
Book	Indian Institute of Management LRC General Stacks	Marketing	658.8 ZEI (Browse shelf(Opens below))	1	Available		000569

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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