Services Marketing Valarie A. Zeithaml; Mary Jo Bitner; Dwayne D. Gremler and Ajay Pandit

Contributor(s):

auth. auth. auth. Zeithaml, Valarie A. Bitner, Mary Jo Gremler, Dwayne D. Pandit, Ajay [auth.]

Material type: Text

TextLanguage: English Publication details: Tamil Nadu McGraw Hill c2018Edition: 7th edDescription: xxxvi; 582 P.BISBN:

9789353160777

Subject(s):

SERVICES INDUSTRIES

DDC classification:

658.8 SER.Ed7

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Holdings
Item type	Current library	Collection	Call number	Vol info	Copy number	Status	Barcode
MBA - Masters on Business Administration	St. Xavier's University, Kolkata Lending Section		658.8 SER.Ed7.C1 (Browse shelf(Opens below))	S.X.U.K	1265	Available	M971
MBA - Masters on Business Administration	St. Xavier's University, Kolkata Lending Section		658.8 SER.Ed7 (Browse shelf(Opens below))	S.X.U.K	1264	Available	M970
MBA Referance	St. Xavier's University, Kolkata Reference Section	Reference	R 658.8 SER.Ed7 (Browse shelf(Opens below))	S.X.U.K	1263	Not For Loan	UM288

Total holds: 0

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Previous	658.8 SAR(BUS)Ed2.C2 Business Marketing : concepts and cases	658.8 SAR(BUS)Ed2.C3 Business Marketing : concepts and cases	658.8 SAR(BUS)Ed2.C4 Business Marketing : concepts and cases	658.8 SER.Ed7 Services Marketing	658.8 SER.Ed7.C1 Services Marketing	658.8 SHE(4A'S) The 4 A's of marketing : creating value for customers, companies and society /	658.8 SHE(4A'S)C1 The 4 A's of marketing : creating value for customers, companies and society /	Next

Part 1: Foundations for Service Marketing
Chapter 1 Introduction to Services
Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality
Part 2: Focus on the Customer
Chapter 3 Customer Expectations of Service
Chapter 4 Customer Perceptions of Service
Part 3: Understanding Customer Requirements
Chapter 5 Listening to Customers through Research
Chapter 6 Building Customer Relationships
Chapter 7 Service Recovery
Part 4: Aligning Service Design and Standards
Chapter 8 Service Innovation and Design
Chapter 9 Customer-Defined Service Standards
Chapter 10 Physical Evidence and the Servicescape
Part 5: Delivering and Performing Service
Chapter 11 Employees’ Roles in Service
Chapter 12 Customers’ Roles in Service
Chapter 13 Managing Demand and Capacity
Part 6: Managing Service Promises
Chapter 14 Integrated Service Marketing Communications
Chapter 15 Pricing of Services
Part 7: Service and the Bottom Line
Chapter 16 The Financial and Economic Impact of Service

Case 1: Home Solutions (India) Limited – Kitchen Section
Case 2: Merit-Trac: A Test in Everyone’s Life
Case 3: Ferns N Petals (FNP)
Case 4: BharatMatrimony.com
Case 5: BookmyShow.com
Case 6: Airbnb India: Growth Pangs?

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