SERVICES MARKETING
ZEITHMAL, Valarie A
SERVICES MARKETING - Tata Mc-Hill 2008
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?
9789353160777
SERVICES MARKEING
658.8 SER-S
SERVICES MARKETING - Tata Mc-Hill 2008
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?
9789353160777
SERVICES MARKEING
658.8 SER-S