000			02173cam a2200421 a 4500
001			1410
003			BD-DhEWU
005			20180104020003.0
008			990512s2000 maua g b 001 0 eng
010			_a99029464
020			_a0072312211
020			_a0071169946 (international edition)
020			_a9780072312218
020			_a9780071169943
035			_a(OCoLC)41411942
040			_aDLC _cDLC _dDLC _dBD-DhEWU _beng
041			_aeng
050	0	0	_aHD9980.5 _b.Z45 2000
082	0	0	_a658.8 _bZES 2000
100	1		_aZeithaml, Valarie A. _99560
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner.
250			_a2nd ed.
260			_aBoston ; _bIrwin/McGraw-Hill, _cc2000.
300			_axxviii, 620 p. : _bill. ; _c27 cm.
504			_aIncludes bibliographical references and index.
505			_a 1. Introduction to Services -- 2. Consumer Behavior in Services -- 3. Customer Expectations of Service -- 4. Customer Perceptions of Service -- 5. Understanding Customer Expectations and Perceptions through Marketing Research -- 6. Building Customer Relationships -- 7. Service Recovery -- 8. Service Development and Design -- 9. Customer-Defined Service Standards -- 10. Physical Evidence and the Servicescape -- 11. Employees' Roles in Service Delivery -- 12. Customers' Roles in Service Delivery -- 13. Delivering Service through Intermediaries and Electronic Channels -- 14. Managing Demand and Capacity -- 15. Integrated Services Marketing Communications -- 16. Pricing of Services -- 17. The Financial and Economic Effect of Service _tTOC
526			_aBA
590			_aAbdul Gani
650		0	_aService industries _xMarketing. _911721
650		0	_aCustomer services. _99562
650		0	_aMarketing. _911722
700	1		_aBitner, Mary Jo. _99563
856			_3WorldCat details _uhttp://www.worldcat.org/title/services-marketing-integrating-customer-focus-across-the-firm/oclc/41411942&referer=brief_results
942			_2ddc _cTEXT _07
999			_c1410 _d1410