Services Marketing: People, Technology and Strategy (Record no. 106240)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01611aam a2200205 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 170425b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781944659011 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.805 |
| Item number | LOV |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Wirtz, Jochen |
| 9 (RLIN) | 34923 |
| 245 ## - TITLE STATEMENT | |
| Title | Services Marketing: People, Technology and Strategy |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 8th ed |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc | World Scientific Publishing Co. Pte. Ltd. |
| Date of publication, distribution, etc | 2016 |
| Place of publication, distribution, etc | New Jersey |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 783p |
| 500 ## - GENERAL NOTE | |
| General note | Part I: Understanding Service Products, Consumers and Markets<br/>1. Creating Value in the Service Economy<br/>2. Understanding Service Consumers<br/>3. Positioning Services in Competitive Markets<br/><br/>Part II: Applying the 4 Ps of Marketing of Services<br/>4. Developing Service Products and Brands<br/>5. Distributing Services through Physical and Electronic Channels<br/>6. Service Pricing and Revenue Management<br/>7. Service Marketing Communications<br/><br/>Part III: Managing the Customer Interface<br/>8. Designing Service Processes<br/>9. Balancing Demand and Capacity<br/>10. Crafting the Service Environment<br/>11. Managing People for Service Advantage<br/><br/>Part IV: Managing the Customer Interface<br/>12. Managing Relationships and Building Loyalty<br/>13. Complaint Handling and Service Recovery<br/><br/>Part V: Striving for Service Excellence<br/>14. Improving Service Quality and Productivity<br/>15. Building a World Class Service Organization<br/><br/>Part VI: Case Studies |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
| Personal name | Customer Services - Professions - Marketing |
| 9 (RLIN) | 11668 |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
| Personal name | Marketing - Management |
| 9 (RLIN) | 11669 |
| 600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
| Personal name | Service Industries |
| 9 (RLIN) | 7016 |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Lovelock, Christopher |
| 9 (RLIN) | 3079 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Item type | Book |
| Call number prefix | 658.805 |
| Call number suffix | LOV |
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