Essentials of services marketing (Record no. 689)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02161nam a22002417a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240528114530.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 200915b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789353435417 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| Item number | WIR |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Wirtz, Jochen |
| 245 ## - TITLE STATEMENT | |
| Title | Essentials of services marketing |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 3rd |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc. | Pearson India Education Services Pvt. Ltd. |
| Place of publication, distribution, etc. | New Delhi |
| Date of publication, distribution, etc. | 2018 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 674 p. |
| 365 ## - TRADE PRICE | |
| Price type code | INR |
| Price amount | 799.00 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Table of Content<br/>Part I: Understanding Service Markets, Products, and Customers Chapter 1 Introduction to Services Marketing Chapter 2 Consumer Behavior in a Services Context Chapter 3 Positioning Services in Competitive Markets Part II: Applying the 4 Ps of Marketing to Services Chapter 4 Developing Service Products and Brands Chapter 5 Distributing Services through Physical and Electronic Channels Chapter 6 Setting Prices and Implementing Revenue Management Chapter 7 Promoting Services and Educating Customers Part III: Managing the Customer Interface Chapter 8 Designing Service Processes Chapter 9 Balancing Demand and Capacity Chapter 10 Crafting the Service Environment Chapter 11 Managing People for Service Advantage Part IV: Developing Customer Relationships 389 Chapter 12 Managing Relationships and Building Loyalty Chapter 13 Complaint Handling and Service Recovery Part V: Striving for Service Excellence Chapter 14 Improving Service Quality and Productivity Chapter 15 Building a World-Class Service Organization Part VI: Cases |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Offering a comprehensive view of a field that is evolving at an unprecedented pace, Essentials of Services Marketing, Third Edition, is a concise, reader-friendly guide to marketing and managing services. Encompassing pioneering service concepts and the latest developments, academic research as well as managerial insights, this book combines a practical, real-world focus with rich visual pedagogy to present an engaging and exciting look at the world of the service economy. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Service industries--Marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Marketing |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Lovelock, Christopher |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Chatterjee, Jayanta |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Book |
| 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 | CB6257 | 26-08-2020 | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 09/14/2020 | Consortium Books Pvt. Ltd. | 598.45 | 658.8 WIR | 000888 | 09/15/2020 | 1 | 799.00 | 09/15/2020 | Book |