Services Marketing (7th Edition) | KitaabNow

Services Marketing (7th Edition)

 2,675
  • Author: Valarie A. Zeithaml
  • ISBN: 9789353160777
  • Publisher: McGraw Hill Education
  • Edition: 7th
  • Publication Date: June 26, 2018
  • Format: Paperback – 582 pages
  • Language: English

Out of stock



Share
Description
Table of Contents
  1. Part 1: Foundations for Service Marketing
    1. Chapter 1 Introduction to Services
    2. Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality
  2. Part 2: Focus on the Customer
    1. Chapter 3 Customer Expectations of Service
    2. Chapter 4 Customer Perceptions of Service
  3. Part 3: Understanding Customer Requirements
    1. Chapter 5 Listening to Customers through Research
    2. Chapter 6 Building Customer Relationships
    3. Chapter 7 Service Recovery
  4. Part 4: Aligning Service Design and Standards
    1. Chapter 8 Service Innovation and Design
    2. Chapter 9 Customer-Defined Service Standards
    3. Chapter 10 Physical Evidence and the Servicescape
  5. Part 5: Delivering and Performing Service
    1. Chapter 11 Employees’ Roles in Service
    2. Chapter 12 Customers’ Roles in Service
    3. Chapter 13 Managing Demand and Capacity
  6. Part 6: Managing Service Promises
    1. Chapter 14 Integrated Service Marketing Communications
    2. Chapter 15 Pricing of Services
  7. Part 7: Service and the Bottom Line
    1. Chapter 16 The Financial and Economic Impact of Service
    2. Case 1: Home Solutions (India) Limited – Kitchen Section
    3. Case 2: Merit-Trac: A Test in Everyone’s Life
    4. Case 3: Ferns N Petals (FNP)
    5. Case 4: BharatMatrimony
    6. Case 5: BookmyShow
    7. Case 6: Airbnb India: Growth Pangs?
Additional information
Weight0.530 kg
Reviews

There are no reviews yet.

Only logged in customers who have purchased this product may leave a review.

Menu
Categories
*Data Not Found