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082			_a658.8 SER-S
100			_aValarie A Zeithmal
245			_aService Marketing
260			_bTata Mcgraw Hill _c2000 _aNew Delhi
500			_aPart 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?
856			_uhttps://books.google.co.in/books?id=fT1SVOGU7-oC&printsec=frontcover&dq=services+marketing+by++Valarie+A+Zeithmal&hl=en&sa=X&ved=0ahUKEwj8t96dn_DkAhUF3o8KHYRWDy4Q6AEIMTAB#v=onepage&q=services%20marketing%20by%20%20Valarie%20A%20Zeithmal&f=false
942			_2ddc _cBK