Services Marketing : (Record no. 10918)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02002nam a2200241 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | vtls000006797 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | VRT |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250102223555.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090331 | 000 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 978032442283 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0324422830 |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] | |
| Level of rules in bibliographic description | 201402040146 |
| Level of effort used to assign nonsubject heading access points | VLOAD |
| Level of effort used to assign subject headings | 201008021224 |
| Level of effort used to assign classification | malmash |
| Level of effort used to assign subject headings | 200904051451 |
| Level of effort used to assign classification | venkatrajand |
| -- | 200903311443 |
| -- | malmash |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD9980.5 |
| Item number | .H647 2006 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Hoffman, K. Douglas |
| 9 (RLIN) | 18212 |
| 245 1# - TITLE STATEMENT | |
| Title | Services Marketing : |
| Remainder of title | Concepts, Strategies, & Cases / |
| Statement of responsibility, etc. | K. Douglas Hoffman, John E. G. Bateson. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 3ed. ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Australia: |
| Name of publisher, distributor, etc. | Thomson South-Western, |
| Date of publication, distribution, etc. | c2006. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 588 p.: |
| Other physical details | ill.; |
| Dimensions | 26 cm. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part I: AN OVERVIEW OF SERVICES MARKETING. 1. An Introduction to Services. 2. An Overview of the Services Sector. 3. Fundamental Differences between Goods and Services. 4. Consumer Decision Process in Services Marketing. 5. Ethical Issues in Services Marketing. Part II: SERVICE STRATEGY: MANAGING THE SERVICE ENCOUNTER. 6. Service Delivery Process. 7. The Pricing of Services. 8. Developing the Service Communications Mix. 9. Managing the Firm's Physical Evidence. 10. People Issues: Managing Service Employees. 11. People Issues: Managing Service Customers. Part III: ASSESSING AND IMPROVING SERVICE DELIVERY. 12. Defining and Measuring Customer Satisfaction. 13. Defining and Measuring Service Quality. 14. Service Failures and Recovery Strategies. 15. Customer Retention. 16. Putting the Pieces together: Creating the Seamless Service Firm. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES, 3rd Edition offers a managerial perspective of services marketing, with special emphasis on B2B services, technology, and global services. Briefer than competing textbooks, this text also includes cases to further illustrate concepts and offers unique coverage on creating the seamless service firm to support a customer-focused organizational culture. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Marketing. |
| 9 (RLIN) | 1271 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Suppress in OPAC | No |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Library | Library | First Floor | 21/12/2024 | HD9980.5 .H647 2006 | 9695 | 21/12/2024 | 1 | 21/12/2024 | Books |