Services marketing : integrating customer focus across the firm 
by Valarie A. Zeithaml, Mary Jo Bitner, Bwayne D. Gremler and Ajay Pandit 
 - 6th ed. 
 - New Delhi:   Tata McGraw-Hill Publishing Company Limited  2015 
 - xxii, 711p., ind.  24 cm x 18 cm 
<br/><br/><label>ISBN: </label>9781259026812 
<br/><br/><label>Subjects--Topical Terms: </label><br/>aligning strategy<br/>building customer relationship<br/>cases<br/>consumer behaviour<br/>customer defined service<br/>customer expectations<br/>customer service<br/>delivering and performing service<br/>employer's roles<br/>financial and economic impact of service<br/>integrated service marketing communications<br/>managing demand and capacity<br/>marketing<br/>physical evidence and servicescape<br/>pricing of service<br/>service design<br/>service industries<br/>service innovation and design<br/>service recovery<br/>services marketing
<br/><br/><label>Dewey Class. No.: </label>658.8  / SER