Normal view MARC view ISBD view

Zeithaml, Valarie A.

Services marketing Integrating Customer Focus Across the Firm - 6th Ed. - New Delhi : McGraw-Hill Education, 2015 - 711 p.

1. Introduction to Services --
2. Consumer Behavior in Services --

3. Customer Expectations of Service --


4. Customer Perceptions of Service --



5. Understanding Customer Expectations and Perceptions through Marketing Research --




6. Building Customer Relationships --




7. Service Recovery --




8. Service Development and Design --




9. Customer-Defined Service Standards --





10. Physical Evidence and the Servicescape --






11. Employees' Roles in Service Delivery --







12. Customers' Roles in Service Delivery --







13. Managing Demand and Capacity --








14. Integrated Services Marketing Communications --









15. Pricing of Services --










16. The Financial and Economic Effect of Service.












ISBN: 9781259026812

Subjects--Topical Terms:
Customer services--Marketing
Southeast Asia
Service industries--Marketing
Marketing
Customer services
Professions--Marketing

Dewey Class. No.: 658.8 / ZEI