Services Marketing Valarie A. Zeithaml; Mary Jo Bitner; Dwayne D. Gremler and Ajay Pandit
Material type:
TextLanguage: English Publication details: Tamil Nadu McGraw Hill c2018Edition: 7th edDescription: xxxvi; 582 P.BISBN: - 9789353160777
- 658.8 SER.Ed7
| Item type | Current library | Collection | Call number | Vol info | Copy number | Status | Barcode | |
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MBA - Masters on Business Administration
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St. Xavier's University, Kolkata Lending Section | 658.8 SER.Ed7.C1 (Browse shelf(Opens below)) | S.X.U.K | 1265 | Available | M971 | ||
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MBA - Masters on Business Administration
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St. Xavier's University, Kolkata Lending Section | 658.8 SER.Ed7 (Browse shelf(Opens below)) | S.X.U.K | 1264 | Available | M970 | ||
MBA Referance
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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 |
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| R 658.8 SAR(BUS)Ed2 Business Marketing : concepts and cases | R 658.8 SEN(MAR) Marketing management and human resources management | R 658.8 SER Service marketing : the Indian perspective | R 658.8 SER.Ed7 Services Marketing | R 658.8 SHE(4A'S) The 4 A's of marketing : creating value for customers, companies and society / | R 658.8 SWA(HAN) Handbook of services marketing & management | R 658.8 VER(MAR)Ed2 Marketing Management and Human Resource Management |
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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