TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9781259026812
AV  - HD9980.5 .Z45 2013
U1  - 658.8 
PY  - 2013///
CY  - New Delhi
PB  - McGraw-Hill Education (India) Private Limited
KW  - Service industries
KW  - Marketing
KW  - Customer services
N1  - Formerly CIP; Includes bibliographical references and index; TOC; PART 1. Foundations for Services Marketing: 1. Introduction to Services ;2. Conceptual Framework of the Book: The Gaps Model of Service Quality --
PART 2. Focus on the Customer: 3. Customer Expectations of Service ; 4. Customer Perceptions of Service --
PART 3. Understanding Customer Requirements: 5. Listening to Customers through Research ; 6. Building Customer Relationships ; 7. Service Recovery --
PART 4. Aligning Service Design and Standards: 8. Service Innovation and Design ;9. Customer-Defined Service Standards ;10. Physical Evidence and the Servicescape --
PART 5. Delivering and Performing Service: 11. Employees' Roles in Service Delivery ; 12. Customers' Roles in Service Delivery ; 13. Managing Demand and Capacity --
PART 6. Managing Service Promises: 14.Integrated Services Marketing Communications ;15. Pricing of Services --
PART 7. Service and the Bottom Line: 16. The Financial and Economic Impact of Service --
Cases; BA
UR  - http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-b.html
UR  - http://catdir.loc.gov/catdir/enhancements/fy1205/2011051073-d.html
UR  - http://www.worldcat.org/title/services-marketing-integrating-customer-focus-across-the-firm/oclc/884578049&referer=brief_results
ER  -