Services marketing : (Record no. 1428)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01926cam a22002294a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0072961945 (alk. paper) |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| ISSN | 9780072961942 |
| 050 00 - CALL NUMBER | |
| Classification number | HD9980.5 |
| Item number | .Z45 |
| 100 1# - AUTHOR | |
| Personal name | Zeithaml, Valarie A. |
| 245 10 - TITLE | |
| Title | Services marketing : |
| Remainder of title | integrating customer focus across the firm / |
| Statement of responsibility, etc | Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. |
| 250 ## - EDITION | |
| Edition statement | 4th ed. |
| 260 ## - PUBLICATION INFORMATION | |
| Place of publication | Boston : |
| Name of publisher | McGraw-Hill/Irwin, |
| Year of publication | c2006. |
| 300 ## - DESCRIPTION | |
| Number of Pages | xxvii, 708 p. : |
| Other physical details | ill., map ; |
| Dimensions | 27 cm. |
| 500 ## - NOTES | |
| General note | Includes bibliographical references and index |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Table of Content | PART ONE: FOUNDATIONS FOR SERVICES MARKETING Chapter 1. Introduction to Services Chapter 2. Conceptual Framework for the Book: The Gaps Model of Service Quality PART TWO: FOCUS ON THE CUSTOMER Chapter 3. Consumer Behavior in Services Chapter 4. Customer Expectations in Services Chapter 5. Customer Perceptions in Services PART THREE: UNDERSTANDING CUSTOMER REQUIREMENTS Chapter 6. Listening to Customers through Research Chapter 7. Building Customer Relationships Chapter 8. Service Recovery PART FOUR: ALIGNING STRATEGY, SERVICE DESIGN, AND STANDARDS Chapter 9. Service Development and Design Chapter 10. Customer-Defined Service Standards Chapter 11. Physical Evidence and the Servicescape PART FIVE: DELIVERING AND PERFORMING SERVICE Chapter 12. Employees' Roles in Service Delivery Chapter 13. Customers' Roles in Service Delivery Chapter 14. Delivering Service through Intermediaries and Electronic Channels Chapter 15. Managing Demand and Capacity PART SIX: MANAGING SERVICE PROMISES Chapter 16. Integrated Services Marketing Communications Chapter 17. Pricing of Services PART SEVEN: OUTCOMES OF SERVICE INVESTMENTS Chapter 18. The Financial and Economic Effect of Services CASES |
| 650 #0 - SUBJECTS | |
| Topical Term | Service industries |
| General subdivision | Marketing. |
| 650 #0 - SUBJECTS | |
| Topical Term | Customer services. |
| 650 #0 - SUBJECTS | |
| Topical Term | Marketing. |
| 700 1# - OTHER AUTHORS | |
| Personal name | Bitner, Mary Jo. |
| 700 1# - OTHER AUTHORS | |
| Personal name | Gremler, Dwayne D. |
| 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 | 12/02/2014 | HD9980.5 .Z45 | 37689 | Books | ||
| Reference | Methodist University Library Main | Methodist University Library Main | General Stacks | 12/02/2014 | HD9980.5 .Z45 | 21925 | Books | ||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 12/02/2014 | HD9980.5 .Z45 | 36725 | Books | |||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 12/02/2014 | HD9980.5 .Z45 | 22120 | Books | |||
| Methodist University Library Tema | Methodist University Library Tema | General Stacks | 12/02/2014 | HD9980.5 .Z45 | 22121 | Books |