| 000 | 01930nam a22002297a 4500 | ||
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| 999 |
_c284 _d284 |
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| 005 | 20211018153803.0 | ||
| 008 | 190830b ||||| |||| 00| 0 eng d | ||
| 020 | _a9789353160777 | ||
| 082 |
_a658.8 _bZEI |
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| 100 |
_aZeithaml, Valarie A. _9466 |
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| 245 | _aServices marketing: integrating customer focus across the firm | ||
| 260 |
_bMcGraw Hill Education (India) Pvt. Ltd. _aNew Delhi _c2018 |
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| 300 | _axxxvi, 582 p. | ||
| 365 |
_aINR _b845.00 |
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| 504 | _aTable 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? | ||
| 520 | _a. | ||
| 650 |
_aService industries--Marketing _9331 |
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| 650 |
_aCustomer services _9332 |
||
| 700 |
_aBitner, Mary Jo _9467 |
||
| 700 |
_aGremler, Dwayne D. _9468 |
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| 942 |
_2ddc _cBK |
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