| 000 | 01894nam a22002057a 4500 | ||
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| 999 |
_c5183 _d5183 |
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| 005 | 20201125151925.0 | ||
| 008 | 201125b xxu||||| |||| 00| 0 eng d | ||
| 020 |
_a9789353160777 _c845 |
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| 040 | _aS.X.U.K | ||
| 041 | _aEnglish | ||
| 082 | _a658.8 SER.Ed7 | ||
| 245 |
_aServices Marketing _cValarie A. Zeithaml; Mary Jo Bitner; Dwayne D. Gremler and Ajay Pandit |
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| 250 | _a7th ed. | ||
| 260 |
_aTamil Nadu _bMcGraw Hill _cc2018 |
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| 300 |
_axxxvi; 582 _bP.B |
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| 500 | _aPart 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? | ||
| 650 | _aSERVICES INDUSTRIES | ||
| 700 |
_4auth. _auth. _auth. _auth. _aZeithaml, Valarie A. _a Bitner, Mary Jo _aGremler, Dwayne D. _aPandit, Ajay |
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| 942 | _cMBA | ||