Zeithaml, Valarie A. <br/><br/>
Services marketing: integrating customer focus across the firm 

 - New Delhi  McGraw Hill Education (India) Pvt. Ltd.  2018 
 - xxxvi, 582 p. 
<br/><br/>Table of Content<br/><br/>Part 1: Foundations for Service Marketing<br/>Chapter 1 Introduction to Services<br/>Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality<br/>Part 2: Focus on the Customer<br/>Chapter 3 Customer Expectations of Service<br/>Chapter 4 Customer Perceptions of Service<br/>Part 3: Understanding Customer Requirements<br/>Chapter 5 Listening to Customers through Research<br/>Chapter 6 Building Customer Relationships<br/>Chapter 7 Service Recovery<br/>Part 4: Aligning Service Design and Standards<br/>Chapter 8 Service Innovation and Design<br/>Chapter 9 Customer-Defined Service Standards<br/>Chapter 10 Physical Evidence and the Servicescape<br/>Part 5: Delivering and Performing Service<br/>Chapter 11 Employees’ Roles in Service<br/>Chapter 12 Customers’ Roles in Service<br/>Chapter 13 Managing Demand and Capacity<br/>Part 6: Managing Service Promises<br/>Chapter 14 Integrated Service Marketing Communications<br/>Chapter 15 Pricing of Services<br/>Part 7: Service and the Bottom Line<br/>Chapter 16 The Financial and Economic Impact of Service<br/><br/>Case 1: Home Solutions (India) Limited – Kitchen Section<br/>Case 2: Merit-Trac: A Test in Everyone’s Life<br/>Case 3: Ferns N Petals (FNP)<br/>Case 4: BharatMatrimony.com<br/>Case 5: BookmyShow.com<br/>Case 6: Airbnb India: Growth Pangs? 
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<br/><br/><label>ISBN: </label>9789353160777 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Marketing<br/>Customer services
<br/><br/><label>Dewey Class. No.: </label>658.8  / ZEI