Contemporary services marketing management : a reader (Record no. 642)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03056nam a2200193 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0030990351 |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| ISSN | 9780030990359 |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| ISSN | 1861524382 |
| 022 ## - INTERNATIONAL STANDARD SERIAL NUMBER | |
| ISSN | 9781861524386 |
| 050 ## - CALL NUMBER | |
| Classification number | HD9980 |
| 100 ## - AUTHOR | |
| Personal name | Mark Gabbott |
| 110 ## - AUTHOR | |
| CORPORATE AUTHOR | Gillian Hogg |
| 245 ## - TITLE | |
| Title | Contemporary services marketing management : a reader |
| Statement of responsibility, etc | Gillian Hogg |
| 260 ## - PUBLICATION INFORMATION | |
| Place of publication | London |
| Name of publisher | Dryden |
| Year of publication | ©1997 |
| 300 ## - DESCRIPTION | |
| Number of Pages | xiv, 537 pages : illustrations ; 25 cm |
| 500 ## - NOTES | |
| General note | Includes index |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Table of Content | Introduction / Mark Gabbott and Gillian Hogg --<br/>Breaking free from product marketing / G.L. Shostack --<br/>Classifying services to gain strategic marketing insights / C.H. Lovelock --<br/>How consumer evaluation processes differ between goods and services / V.A. Zeithaml --<br/>A service-orientated approach to marketing of services / C. Gronroos --<br/>What is meant by services? / J.M. Rathmell --<br/>Dramatizing the service experience: a managerial approach / S.J. Grove, R.P. Fisk, and M.J. Bitner --<br/>The impact of services versus goods on consumers' assessment of perceived risk and variability / K.B. Murray and J.L. Schlacter --<br/>Perceived control and the effects of crowding and consumer choice on the service experience / M.K. Hui and J.E.G. Bateson --<br/>Consumer behavior and services: a review / M. Gabbott and G. Hogg --<br/>Critical service encounters: the employee's viewpoint / M.J. Bitner, B.H. Booms and L.A. Mohr --<br/>SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality / A. Parasuraman, V.A. Zeithaml and L.L. Berry --<br/>Measuring service quality: a reexamination and extension / J.J. Cronin and S.A. Taylor --<br/>Expectations, performance evaluation, and consumers' perceptions of quality / R.K. Teas --<br/>SERVQUAL: review, critique, research agenda / F. Buttle --<br/>A dynamic process model of service quality: from expectations to behavioral intentions / W. Boulding, A. Kalra, R. Staelin and V.A. Zeithaml --<br/>A multistage model of customers' assessments of service quality and value / R.N. Bolton and J.H. Drew --<br/>Buyer perceived service quality in industrial networks / M. Holmlund and S. Kock --<br/>From scientific management to service management: a management perspective for the age of service competition / C. Gronroos --<br/>Towards a classification of service processes / R. Silvestro, L. Fitzgerald, R. Johnston and C. Voss. (Cont.) Sustainable competitive advantage in service industries: a conceptual model and research propositions / S.G. Bharadwaj, P.R. Varadarajan and J. Fahy --<br/>Service firms' international entry-mode choice: a modified transaction-cost analysis approach / M.K. Erramilli and C.P. Rao --<br/>The consumer rules? An examination of the rhetoric and 'reality' of marketing in financial services / D. Knights, A. Sturdy, and G. Morgan --<br/>River magic: extraordinary experience and the extended service encounter / E.J. Arnould and L.L. Price --<br/>Service breakdowns: a study of critical incidents in an airline / B. Edvardsson --<br/>Managing quality in business-to-business services / I.T.D. Szmigin. |
| 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 | 02/11/2008 | HD9980 | 23578 | Books | ||
| Reference | Methodist University Library Main | Methodist University Library Main | General Stacks | 02/11/2008 | HD9980 | 33914 | Books | ||
| Methodist University Library Main | Methodist University Library Main | General Stacks | 02/11/2008 | HD9980 | 23577 | Books |