000			01302nam a22001697a 4500
003			SGT
020			_a9781259026812
082			_a658.5,ZET
100			_aZEITHAMAL,VALARIE A
245			_aSERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM
250			_a6TH
260			_aNEW DELHI _bTMH _c2015
300			_a711
650			_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
653			_aSERVICES MARKETING
942			_2ddc _cBK
999			_c9985 _d9985