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Services Marketing: Integrating Customer Focus Across the Firm 6th Edition

	Services Marketing: Integrating Customer Focus Across The Firm 6Th Edition by Zeithaml
	Price : Rs 775.00
	Your Price : Rs 697.50

Table of Contents

Part I: Foundations for Services Marketing
1. Introduction to Services
2. Conceptual Framework of the Book: The Gaps Model of Service Quality
Part II: Focus on the Customer
3. Customer Expectations of Service
4. Customer Perceptions of Service
Part III: Understanding Customer Requirements
5. Listening to Customers through Research
6. Building Customer Relationships
7. Service Recovery
Part IV: Aligning Service Design and Standards
8. Service Innovation and Design
9. Customer-Defined Service Standards
10. Physical Evidence and the Services cape
Part V: Delivering and Performing Service
11. Employees’ Roles in Service Delivery
12. Customers’ Roles in Service Delivery
13. Managing Demand and Capacity
Part VI: Managing Service Promises
14. Integrated Service Marketing Communications
15. Pricing of Services
Part VII: Service and the Bottom Line
16. The Financial and Economic Impact of Service Cases
ISBN - 9781259026812

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Services Marketing: Integrating Customer Focus Across The Firm 6Th Edition

by Zeithaml