| 000 | 01779nam a2200157Ia 4500 | ||
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| 999 |
_c619 _d619 |
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| 003 | OSt | ||
| 020 | _a9789353160777 | ||
| 082 | _a658.8 SER-S | ||
| 100 | _aZEITHMAL, Valarie A | ||
| 245 | _aSERVICES MARKETING | ||
| 260 |
_bTata Mc-Hill _c2008 |
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| 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? | ||
| 650 | _aSERVICES MARKEING | ||
| 856 | _uhttps://books.google.co.in/books?id=fT1SVOGU7-oC&printsec=frontcover&dq=service+marketing+by+zeithaml&hl=en&sa=X&ved=0ahUKEwi2o-OGtPvlAhW6zjgGHSMiD0MQ6AEIKDAA#v=onepage&q=service%20marketing%20by%20zeithaml&f=false | ||
| 942 |
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