Services Marketing / (Record no. 7369)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01688nam a2200193Ia 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 978-81-315-1647-8 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| Item number | BAT |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Author name | Bateson, John E. G. |
| 245 #0 - TITLE STATEMENT | |
| Title | Services Marketing / |
| Statement of responsibility, etc | John E G Bateson, K Douglas Hoffman |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | Andover : |
| Name of publisher | Cengage Learning |
| Year of publication | ©2011. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xvii, 468 pages ; |
| Other physical details | illustrations ; |
| Dimensions | 25 cm. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Pt I: An overview of services marketing (the essentials of services marketing: Inside the box) --<br/>1. Understanding the service experience --<br/>2. Traditional service supersectors and ethical considerations --<br/>3. Unique discrepancies between goods and services --<br/>4. Consumer decision making in services marketing --<br/>pt. II: The tactical services marketing mix (developing effective services marketing strategies) --<br/>5. Focus on service processes --<br/>6. Considerations for services pricing --<br/>7: Effective service promotions --<br/>8. Managing the servicescape and other physical evidence --<br/>9. People as strategy: Managing service personnel --<br/>10. People as strategy: Managing service consumers --<br/>pt. III: Implementing successful service strategies (assessing and improving the service experience) --<br/>11. The essentials of customer satisfaction measurement --<br/>12. Service quality: Identifying and rectifying the gaps --<br/>13. Managing service failures and implementing effective recovery strategies --<br/>14. Strategies for facilitating customer loyalty & retention --<br/>15. Pulling the pieces together: Creating a world class service culture. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Service industries |
| General subdivision | Marketing. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Business and Management. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Author 2/ Editor | Douglas Hoffman, K. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent Location | Current Location | Shelving location | Date acquired | Bill Date | Full call number | Accession Number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 11/20/2014 | 2014-11-20 | 658.8 BAT | 38749 | 06/08/2020 | Books | |||||
| Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 11/20/2014 | 2014-11-20 | 658.8 BAT | 38750 | 06/08/2020 | Books | |||||
| Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 11/20/2014 | 2014-11-20 | 658.8 BAT | 38751 | 06/08/2020 | Books |