01251nam a22001457a 4500003000400000020001800004082001400022100002400036245006700060250000800127260002500135300000800160650091400168653002301082SGT  a9781259026812  a658.5,ZET  aZEITHAMAL,VALARIE A  aSERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM  a6TH  aNEW DELHIbTMHc2015  a711  aPart I: Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part II: Focus on the Customer 3. Customer Expectations of Service 4. Customer Perceptions of Service Part III: Understanding Customer Requirements 5. Listening to Customers through Research 6. Building Customer Relationships 7. Service Recovery Part IV: Aligning Service Design and Standards 8. Service Innovation and Design 9. Customer-Defined Service Standards 10. Physical Evidence and the Servicescape Part V: Delivering and Performing Service 11. Employees’ Roles in Service Delivery 12. Customers’ Roles in Service Delivery 13. Managing Demand and Capacity Part VI: Managing Service Promises 14. Integrated Service Marketing Communications 15. Pricing of Services Part VII: Service and the Bottom Line 16. The Financial and Economic Impact of Service Cases  aSERVICES MARKETING