Services marketing Integrating Customer Focus Across the Firm

By:

Zeithaml, Valarie A

Contributor(s):

Material type: Text

TextLanguage: English Publication details: New Delhi : McGraw-Hill Education, 2015Edition: 6th EdDescription: 711 pISBN:

9781259026812

Subject(s):

DDC classification:

658.8 ZEI

Contents:

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.

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Holdings
Item type	Current library	Collection	Call number	Status	Barcode
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 ZEI (Browse shelf(Opens below))	Available	33751
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 ZEI (Browse shelf(Opens below))	Available	33752
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 ZEI (Browse shelf(Opens below))	Available	33753
General Books	CUTN Central Library Medicine, Technology & Management	Non-fiction	658.8 ZEI (Browse shelf(Opens below))	Available	33754
Reference Books	CUTN Central Library Medicine, Technology & Management	Reference	658.8 ZEI (Browse shelf(Opens below))	Not For Loan	33755

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.

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