01302nam a22001697a 4500 SGT 9781259026812 658.5,ZET ZEITHAMAL,VALARIE A SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM 6TH NEW DELHI TMH 2015 711 Part 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 SERVICES MARKETING ddc BK 0 0 ddc 0 0 CM SSSL SSSL TXT 2016-10-06 UNIVERSAL BOOK STALL 725.00 SGTU 2 658.5,ZET CM2520 2021-11-30 00:00:00 2021-03-03 0000-00-00 FCM 307 0 0 ddc 0 0 CM SSSL SSSL TXT 2016-10-06 UNIVERSAL BOOK STALL 725.00 SGTU 11 658.5,ZET CM2521 2021-04-06 00:00:00 2021-03-17 0000-00-00 FCM 307 0 0 ddc 0 0 CM SSSL SSSL TXT 2016-10-06 UNIVERSAL BOOK STALL 725.00 SGTU 6 658.5,ZET CM2522 2021-03-22 00:00:00 2021-03-08 0000-00-00 FCM 307 0 0 ddc 0 0 CM SSSL SSSL TXT 2016-10-06 UNIVERSAL BOOK STALL 725.00 SGTU 8 658.5,ZET CM2523 2021-07-26 00:00:00 2021-04-08 0000-00-00 FCM 307 0 0 ddc 0 1 CM SSSL SSSL REF 2016-10-06 UNIVERSAL BOOK STALL 725.00 SGTU 658.5,ZET CM2524 2016-10-06 00:00:00 0000-00-00 FCM 307 9985 9985