000			01931nam a22002897a 4500
005			20250515105254.0
020			_a9781266287152 _cTZS 110,697/=
040			_aMUL _beng. _eAACR2
082			_a658.8 SER
245			_aServices marketing _b: integrating customer focus across the firm / _cValarie A. Zeithaml (Author), Mary Jo Bitner (Author), Dwayne D. Gremler (Author), Martin Mende (Author)
250			_a8th edition.
260			_aNew York: _bMcGraw Hill, _cc 2024.
300			_axxvi, 531p. : _bill. ; _c28 cm
500			_aIncludes discussion questions and exercises at the end of each chapter
504			_aIncludes index (p.518-531)
505			_aPart 1: Foundations for Service Marketing1. Introduction to Services2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer3. Customer Expectations of Service4. Customer Perceptions of Service Part 3: Understanding Customer Requirements5. Listening to Customers through Research6. Managing Customer Relationships7. Service Recovery Part 4: Aligning Service Design and Standards8. Service Innovation and Design9. Customer-Defined Service Standards10. Physical Evidence and the Servicescape Part 5: Delivering and Performing Service11. Employees’ Roles in Service12. Customers’ Roles in Service13. Managing Demand and Capacity Part 6: Managing Service Promises14. Integrated Service Marketing Communications15. Pricing of Services Part 7: Service Trends: AI, Robotics, and the Bottom Line16. Artificial Intelligence and Robotics in Service17. The Financial and Economic Impact of Service
546			_aeng.
650			_aServices (Industrie) Marketing
650			_aCustomer services
650			_aManaging service promises
650			_aService design and standards
700			_aZeithaml, Valarie A.
700			_aJo Bitner, Mary
700			_aGremler, Dwayne D.
700			_a Mende, Martin
942			_cBK
999			_c10884 _d10884