MARC details
| 000 -LEADER |
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| fixed length control field |
04699nam a22003497i 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20190512112007.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180422s2018 enka|||| b||| 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781292089959 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
1292089954 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
fue |
| Description conventions |
rda |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8 |
| Item number |
W.J.E |
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Wirtz, Jochen, |
| Relator term |
author. |
| 245 10 - TITLE STATEMENT |
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| Title |
Essentials of services marketing / |
| Statement of responsibility, etc |
Jochen Wirtz, Christopher Lovelock. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
third edition. |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Harlow, England : |
| Name of publisher, distributor, etc |
Pearson, |
| Date of publication, distribution, etc |
[2018]. |
| 264 #1 - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Date of publication, distribution, etc |
©2018 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
(xxxii, 670 pages) : |
| Other physical details |
illustrations ; |
| Dimensions |
24 cm |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
computer |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type term |
unmediated |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and indexes. |
| 505 0# - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Cover; Title Page; Copyright Page; Brief Contents; Dedication; About the Authors; Contents; Preface; Acknowledgments; Part I: Understanding Service Markets, Products, and Customers; 1. Introduction to Services Marketing; Why Study Services?; Services Dominate the Global Economy; Most New Jobs Are Generated by Services; Understanding Services Offers Personal Competitive Advantage; What Are the Principal Industries of the Service Sector?; Contribution to Gross Domestic Product; Powerful Forces Are Transforming Service Markets; B2B Services as a Core Engine of Economic Development What Are Services?Benefits without Ownership; Defining Services; Service Products versus Customer Service and After-Sales Service; Four Broad Categories of Servicesâ#x80;#x94;A Process Perspective; People Processing; Possession Processing; Mental Stimulus Processing; Information Processing; Services Pose Distinct Marketing Challenges; The 7 Ps of Services Marketing; The Traditional Marketing Mix Applied to Services; The Extended Services Marketing Mix for Managing the Customer Interface; Marketing Must Be Integrated with Other Management Functions; The Serviceâ#x80;#x93;Profit Chain A Framework for Developing Effective Service Marketing Strategies2. Consumer Behavior in a Services Context; The Three-Stage Model of Service Consumption; Pre-Purchase Stage; Need Awareness; Information Search; Evaluation of Alternative Services; Purchase Decision; Service Encounter Stage; Service Encounters Are â#x80;#x9C;Moments of Truthâ#x80;#x9D;; Service Encounters Range from High Contact to Low Contact; The Servuction System; Theater as Metaphor for Service Delivery: An Integrative Perspective; Role and Script Theories; Perceived Control Theory; Post-Encounter Stage; Customer Satisfaction Service QualityCustomer Loyalty; 3. Positioning Services in Competitive Markets; Customer-Driven Services Marketing Strategy; Customer, Competitor, and Company Analysis (3Cs); Segmentation, Targeting, and Positioning (STP); Segmenting Service Markets; Important versus Determinant Service Attributes; Segmenting Based on Service Levels; Targeting Service Markets; Achieving Competitive Advantage through Focus; Principles of Positioning Services; Using Positioning Maps to Plot Competitive Strategy; An Example of Applying Positioning Maps to the Hotel Industry Mapping Future Scenarios to Identify Potential Competitive ResponsesPositioning Charts Help Executives Visualize Strategy; Developing an Effective Positioning Strategy; Part II: Applying the 4 Ps of Marketing to Services; 4. Developing Service Products And Brands; Creating Service Products; What Are the Components of a Service Product?; The Flower of Service; Facilitating Supplementary Services; Enhancing Supplementary Services; Branding Service Firms, Products, and Experiences; Branding Strategies for Services; Tiering Service Products with Branding; Building Brand Equity |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Essentials of Services Marketing, 3e, is meant for courses directed at undergraduate and polytechnic students, especially those heading for a career in the service sector, whether at the executive or management level. It delivers streamlined coverage of services marketing topics with an exciting global outlook with visual learning aids and clear language. It has been designed so that instructors can make selective use of chapters and cases to teach courses of different lengths and formats in either services marketing or services management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Business & economics |
| General subdivision |
Industrial Management. |
| Source of heading or term |
bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Business & economics |
| General subdivision |
Management |
| Source of heading or term |
bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Business & economics |
| General subdivision |
Management Science |
| Source of heading or term |
bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Business & economics |
| General subdivision |
Organizational Behavior |
| Source of heading or term |
bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing |
| Source of heading or term |
fast |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Abstract |
| Uniform Resource Identifier |
<a href="http://repository.fue.edu.eg/xmlui/handle/123456789/4069">http://repository.fue.edu.eg/xmlui/handle/123456789/4069</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Text Books |