SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM (Record no. 9985)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01302nam a22001697a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | SGT |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781259026812 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.5,ZET |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | ZEITHAMAL,VALARIE A |
| 245 ## - TITLE STATEMENT | |
| Title | SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 6TH |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | NEW DELHI |
| Name of publisher, distributor, etc | TMH |
| Year of Publication | 2015 |
| 300 ## - PAGE DESCRIPTION | |
| No. of Pages | 711 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Part I: Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part II: Focus on the Customer 3. Customer Expectations of Service 4. Customer Perceptions of Service Part III: Understanding Customer Requirements 5. Listening to Customers through Research 6. Building Customer Relationships 7. Service Recovery Part IV: Aligning Service Design and Standards 8. Service Innovation and Design 9. Customer-Defined Service Standards 10. Physical Evidence and the Servicescape Part V: Delivering and Performing Service 11. Employees’ Roles in Service Delivery 12. Customers’ Roles in Service Delivery 13. Managing Demand and Capacity Part VI: Managing Service Promises 14. Integrated Service Marketing Communications 15. Pricing of Services Part VII: Service and the Bottom Line 16. The Financial and Economic Impact of Service Cases |
| 653 ## - KEYWORDS--INDEX TERM | |
| Keyword term | SERVICES MARKETING |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Vendor Name | Cost, normal purchase price | SGTU | Bill Number | Total Checkouts | Full call number | Accession No. (Barcode) | Date last seen | Date last borrowed | Bill Date | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | COMMERCE MANAGEMENT | SGT Science & Social Sciences Library | SGT Science & Social Sciences Library | Text Book | 06/10/2016 | UNIVERSAL BOOK STALL | 725.00 | SGTU | 307 | 2 | 658.5,ZET | CM2520 | 30/11/2021 | 03/03/2021 | FCM Books | |||||
| Dewey Decimal Classification | COMMERCE MANAGEMENT | SGT Science & Social Sciences Library | SGT Science & Social Sciences Library | Text Book | 06/10/2016 | UNIVERSAL BOOK STALL | 725.00 | SGTU | 307 | 11 | 658.5,ZET | CM2521 | 06/04/2021 | 17/03/2021 | FCM Books | |||||
| Dewey Decimal Classification | COMMERCE MANAGEMENT | SGT Science & Social Sciences Library | SGT Science & Social Sciences Library | Text Book | 06/10/2016 | UNIVERSAL BOOK STALL | 725.00 | SGTU | 307 | 6 | 658.5,ZET | CM2522 | 22/03/2021 | 08/03/2021 | FCM Books | |||||
| Dewey Decimal Classification | COMMERCE MANAGEMENT | SGT Science & Social Sciences Library | SGT Science & Social Sciences Library | Text Book | 06/10/2016 | UNIVERSAL BOOK STALL | 725.00 | SGTU | 307 | 8 | 658.5,ZET | CM2523 | 26/07/2021 | 08/04/2021 | FCM Books | |||||
| Dewey Decimal Classification | Not For Loan | COMMERCE MANAGEMENT | SGT Science & Social Sciences Library | SGT Science & Social Sciences Library | Reference Book | 06/10/2016 | UNIVERSAL BOOK STALL | 725.00 | SGTU | 307 | 658.5,ZET | CM2524 | 06/10/2016 | FCM Books |