000			03803pam a2200325 a 4500
003			OSt
005			20231003140806.0
008			140223b2011 xxu||||| |||| 00| 0 eng d
020			_a9789353160777 (pbk.)
020			_a9780070700994
040			_cIIMU
082			_a658.8 _223
100	1		_aZeithaml, Valarie.
245			_aServices Marketing : _bintegrating customer focus across the firm/ _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler and Ajay Pandit.
250			_a7th ed.
260			_aNew Delhi : _cc2013. _bTata Mcgraw Hill,
300			_a582p.; _c24 cm.
504			_aInclude Bibliographical references and Index.
505			_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?
520			_aOverview The seventh edition of our hallmarked text on Services Marketing by Zeithaml, Bitner, Gremler and Pandit, introduces readers to the vital role that services play in economy and its future. Services dominate the advance economy of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter and emphasizes the knowledge needed to implement service strategies for competitive advantage across industries. Key Features • New updated chapter opener in all chapters. • New research references and examples in every chapter, with greater coverage of new business model examples such as Uber, OpenTable, Mint/Intuit, and others. • Greater emphasis on technology and how it is transforming service businesses, including examples from application services (“apps”). The “Gig” economy, the sharing economy, and the “Internet of Things” as a service. • Focus on digital and social marketing in the chapter, Integrated Service Marketing Communications, as well as greater coverage and examples of these topics throughout the book. • Increased coverage of Big Data as a source of customer information and data analytics as a service. • Updated and revised 16 Indian Service Strategy Insights. • Six Indian updated and revised book end cases. _bTaken from the Publisher Site.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo, _eauthor.
700	1		_aGremler, Dwayne D, _eauthor.
700	1		_aPandit, Ajay, _eauthor.
856			_3Publisher Description and content Page _uhttps://www.mheducation.co.in/services-marketing-9789353160777-india
906			_a22.658.8
942			_2ddc _cM
999			_c7591 _d7591