000			02018nam a22002897a 4500
003			APU
005			20221116174726.0
008			190529s2018 nyua|||| |||| 00| 0 eng d
020			_a9781260083521 (pbk.)
020			_a1260083527 (pbk.)
040			_aAPU _beng _cAPU _dWAN
050			_aHF5415.122 _b.S47 2018
082	0	4	_a658.8 _223 _bSER 2018
100			_aZeithaml, Valarie A. _97835
245	0	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a7th edition ; International student edition.
260			_aNew York : _bMcGraw-Hill Education, _c2018.
300			_axxxviii, 514 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references and index.
505			_aPart 1: Foundations for Services 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 Delivery Chapter 12: Customers' Roles in Service Delivery 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
650		0	_aService industries _xMarketing. _97837
650		0	_aCustomer services. _93984
650		0	_aMarketing. _9878
700	1		_aBitner, Mary Jo. _97838
700	1		_aGremler, Dwayne D. _98820
942			_2lcc _cBook
999			_c382495 _d382495