Services marketing : (Record no. 1405)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03836nam a2200205Ia 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0273681575 (pbk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9780273681571 |
| 050 ## - CALL NUMBER | |
| Classification number | HD9980.5 |
| Item number | .B78 |
| 100 1# - AUTHOR | |
| Personal name | Bruhn, Manfred. |
| 245 10 - TITLE | |
| Title | Services marketing : |
| Remainder of title | managing the service value chain / |
| Statement of responsibility, etc | Manfred Bruhn and Dominck Georgi. |
| 260 ## - PUBLICATION INFORMATION | |
| Place of publication | Harlow, England : |
| Name of publisher | Financial Times/Prentice Hall, |
| Year of publication | 2006. |
| 300 ## - DESCRIPTION | |
| Number of Pages | xxvi, 478 p. : |
| Other physical details | ill. ; |
| Dimensions | 25 cm. |
| 500 ## - NOTES | |
| General note | Includes bibliographical references and index |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Table of Content | Cover --<br/>Services Marketing --<br/>Contents --<br/>List of figures --<br/>List of tables --<br/>Preface --<br/>Guided tour --<br/>Publisher's acknowledgements --<br/>Part 1 Basic concept: The Service Value Chain --<br/>Managing the service process by the Service Value Chain --<br/>It's all about value --<br/>Services are processes --<br/>The Service Value Chain --<br/>Summary --<br/>Case study: Creating value at Ritz-Carlton --<br/>Value creation by services marketing: Service Value Chain and Service Profit Chain --<br/>Integrating the Service Value Chain and the Service Profit Chain --<br/>Customer value --<br/>Value-driving customer behaviours --<br/>How customers evaluate services --<br/>Value contribution of the Service Value Chain --<br/>Summary --<br/>Case study: The service profit chain at a UK Grocery Store --<br/>Case Study: The Service Profit Chain At Canadian Imperial bank of Commerce (Cibc) --<br/>Part 2 Primary value processes: Managinginteractions and relationships --<br/>The customer interaction process: Managing customer integration, the service encounter and service recovery --<br/>Value creation by service interactions --<br/>Customer integration --<br/>Producing a service in the service encounter --<br/>Service recovery --<br/>Summary --<br/>Case Study: Fujitsu Consulting: Mobile Operators creating Value by Service Interactions --<br/>The customer relationship process: Managing customer acquisition, retention and recovery --<br/>Value contribution of customer relationships --<br/>Understanding customer relationships --<br/>Understanding and managing relational behaviours --<br/>Relationship quality: Customer perceptions of their relationships to service providers --<br/>Summary --<br/>Case Study: Tesco's Clubcard --<br/>Part 3 Secondary value processes: Creating service value --<br/>Defining the benefit part of service value: The service product --<br/>Value contribution of the service product --<br/>Elements of the service product --<br/>Decisions regarding the service product --<br/>Summary --<br/>Case Study: Recreational Equipment (REI): The Greatest Shop In The World --<br/>Defining the cost part of service value: Service pricing --<br/>Value contribution of pricing --<br/>Determining service price --<br/>Strategic options of price discrimination --<br/>Summary --<br/>Case Study: Restructuring The Pricing Strategy of An Australian Football Club --<br/>Delivering service value: Managing service delivery --<br/>Value contribution of service delivery --<br/>Place of service delivery --<br/>Timing of service delivery --<br/>Channels of service distribution and delivery --<br/>Summary --<br/>Case Study: Multi-Channelling Atmövenpick Wein Corporation --<br/>Communicating service value: Service communications and branding --<br/>Value contribution of branding and communications --<br/>Interactional, relational and brand communications --<br/>Service branding and communications --<br/>Instruments of service communications --<br/>Integrated communications --<br/>Summary --<br/>Case Study: Virgin Mobile: Growth Through Branding and Communications In a Saturated Market --<br/>Part 4 Secondary value processes: Managing service resources for value --<br/>Managing employees, tangibles and technology for value --<br/>Managing the behaviour of service employees --ti. |
| 650 #0 - SUBJECTS | |
| Topical Term | Service industries |
| General subdivision | Marketing |
| -- | Management. |
| 650 #0 - SUBJECTS | |
| Topical Term | Customer services |
| General subdivision | Marketing |
| -- | Management. |
| 650 #0 - SUBJECTS | |
| Topical Term | Business logistics |
| General subdivision | Management. |
| 700 1# - OTHER AUTHORS | |
| Personal name | Georgi, Dominck. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| Withdrawn status | Lost status | Collection code | Home library | Current library | Shelving location | Date acquired | Full call number | Accession Number | Koha item type |
|---|---|---|---|---|---|---|---|---|---|
| Reference | Methodist University Library Main | Methodist University Library Main | General Stacks | 11/09/2011 | HD9980.5 .B78 | 33847 | Books | ||
| Reference | Methodist University Library Main | Methodist University Library Main | General Stacks | 11/09/2011 | HD9980.5 .B78 | 28041 | Books | ||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 11/09/2011 | HD9980.5 .B78 | 33846 | Books | |||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 11/09/2011 | HD9980.5 .B78 | 28042 | Books |