MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02391cam a2200409 i 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
15924623 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20230827113504.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
090928s2011 ii ab b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2009039795 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9788131759394 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)ocn441947355 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
EG-NcFUE |
| Transcribing agency |
EG-NcFUE |
| Description conventions |
rda |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.13 |
| Item number |
.L5883 2011 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| Edition number |
22 |
| Item number |
L.C.S |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Lovelock, Christopher H. |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Services marketing : |
| Remainder of title |
people, technology, strategy / |
| Statement of responsibility, etc |
Christopher Lovelock, Jochen Wirtz, Jayanta Chatterjee. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
seventh edition |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
India : |
| Name of publisher, distributor, etc |
Dorling Kindersley, |
| Date of publication, distribution, etc |
[2011] |
| 264 #0 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
©2011. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxi, 683 pages : |
| Other physical details |
illustrations, map ; |
| Dimensions |
29 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and indexes. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
PART 1 UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS -- New Perspectives on Marketing in the Service Economy -- Customer Behavior in Service context -- positioning services in competitive markets -- PART 2 : applying the 4 Ps of marketing to services -- Developing Service products: Core and Supplementary Elements -- Distributing Services through Physical and Electronic Channels -- setting prices and implementing revenue management -- promoting services and educating customers -- PART 3 : MANAGING THE CUSTOMER INTERFACE -- Designing and Managing Service Processes -- Balancing Demand and Productive Capacity -- Crafting the Service Environment -- Managing people for Service advantage -- PART 4 : IMPLEMENTING PROFITABLE SERVICE STRATEGIES -- managing Relationships and Building Loyalty -- complaint handling and service recovery -- Improving Service Quality and Productivity -- striving for Service Leadership |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Professions |
| General subdivision |
Marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Marketing. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Wirtz, Jochen. |
| Relator term |
author |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Chatterjee, Jayanta. |
| Relator term |
author |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Books |