MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01850nam a22002657a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
CUTN |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20180829125550.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
180829b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9789332587687 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
933258768X |
| 041 ## - LANGUAGE CODE |
|---|
| Language |
English |
| 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 |
Services Marketing : |
| Remainder of title |
People Technology Strategy |
| Statement of responsibility, etc |
Jochen Wirtz; Christopher Lovelock; Jayanta Chatterjee |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
8th Ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Noida : |
| Name of publisher, distributor, etc |
Pearson Education India, |
| Date of publication, distribution, etc |
2018 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
840 p. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Title |
1. Creating Value in the Service Economy <br/> |
| -- |
2. Understanding Service Consumers <br/> |
| -- |
3. Positioning Services in Competitive Markets <br/><br/><br/> |
| -- |
4. Developing Service Products and Brands <br/> |
| -- |
5. Distributing Services Through Physical and Electronic Channels <br/> |
| -- |
6. Service Pricing and Revenue Management <br/> |
| -- |
7. Service Marketing Communications<br/> |
| -- |
8. Designing Service Processes <br/> |
| -- |
9. Balancing Demand and Capacity <br/> |
| -- |
10. Crafting the Service Environment <br/> |
| -- |
11. Managing People for Service Advantage<br/> |
| -- |
12. Managing Relationships and Building Loyalty <br/> |
| -- |
13. Complaint Handling and Service Recovery <br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/> |
| -- |
14. Improving Service Quality and Productivity <br/><br/><br/><br/><br/><br/><br/><br/><br/><br/><br/> |
| -- |
15. Building a World-Class Service Organization<br/><br/><br/><br/><br/><br/><br/><br/><br/><br/> |
| 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 |
General Books |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject. |
