Marketing services: competing through quality (Record no. 180)

MARC details
000 -LEADER
fixed length control field 02309nam a22002057a 4500
005 - DATE AND TIME OF LATEST TRANSACTION
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008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
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020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780743267410
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8
Item number BER
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Berry, Leonard L.
245 ## - TITLE STATEMENT
Title Marketing services: competing through quality
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Name of publisher, distributor, etc. Free Press
Place of publication, distribution, etc. New York
Date of publication, distribution, etc. 1991
300 ## - PHYSICAL DESCRIPTION
Extent x, 212 p.
365 ## - TRADE PRICE
Price type code INR
Price amount 1350.00
520 ## - SUMMARY, ETC.
Summary, etc. Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing.
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Customer service
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Service Industries, Marketing
700 ## - ADDED ENTRY--PERSONAL NAME
Personal name Parasuraman, A.
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Dewey Decimal Classification
Koha item type Book
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection code Bill No Bill Date Home library Current library Shelving location Date acquired Source of acquisition Cost, normal purchase price Total Checkouts Full call number Accession Number Date last seen Copy number Cost, replacement price Price effective from Koha item type
    Dewey Decimal Classification     Marketing 19-20/7520 31-07-2019 Indian Institute of Management LRC Indian Institute of Management LRC General Stacks 08/09/2019 Bharat Book Distributors 1011.15   658.8 BER 000707 09/03/2019 1 1350.00 09/03/2019 Book

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