Services marketing: (Record no. 40062)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03217 a2200229 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 130112b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9788131759394 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Lovelock, Christopher. |
| 9 (RLIN) | 6200 |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing: |
| Statement of responsibility, etc | people, technology, strategy |
| Remainder of title | Christopher Lovelock Jochen Wirtz and Jayanta Chatterjee |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 7 |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc | Pearson education in South Asia |
| Date of publication, distribution, etc | 2011 |
| Place of publication, distribution, etc | Delhi |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 704 P. |
| Other physical details | PAPER |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Table of ContentPART I Understanding Service Products, Consumers, and Markets <br/>1.New Perspectives on Marketing in the Service Economy <br/>2.Consumer Behavior in a Services Context <br/>3.Positioning Services in Competitive Markets<br/>PART II Applying the 4 Ps of Marketing to Services <br/>4.Developing Service Products: Core and Supplementary Elements <br/>5.Distributing Services through Physical and Electronic Channels <br/>6.Setting Prices and Implementing Revenue Management <br/>7.Promoting Services and Educating Customers<br/>PART III Managing the Customer Interface <br/>8.Designing and Managing Service Processes <br/>9.Balancing Demand and Productive Capacity <br/>10.Crafting the Service Environment <br/>11.Managing People for Service Advantage<br/>PART IV Implementing Profitable Service Strategies <br/>12.Managing Relationships and Building Loyalty <br/>13.Complaint Handling and Service Recovery <br/>14.Improving Service Quality and Productivity <br/>15.Striving for Service Leadership<br/>CASES <br/>1.Sullivan Ford Auto World <br/>2.Four Customers in Search of Solutions <br/>3.Dr. Beckett’s Dental Office <br/>4.Starbucks: Delivering Customer Service <br/>5.Giordano: Positioning for International Expansion <br/>6.MakeMyTrip.com <br/>7.Jollibee Foods Corporation <br/>8.The Accra Beach Hotel: Block Booking of Capacity During a Peak Period <br/>9.Marketing Strategy for a Media Service: The Case of Radio Spicy— An Intern’s Report <br/>10.CompuMentor and the DiscounTech.org Service <br/>11.Creating an Earned-Income Venture for a Nonprofit Organization <br/>12.Dr Mahalee Goes to London <br/>13.Revenue Management of Gondolas: Maintaining the Balance Between Tradition and Revenue <br/>14.The Way Ahead for MANTIS <br/>15.Hilton HHonors Worldwide: Loyalty Wars <br/>16.The Accellion Service Guarantee <br/>17.Shouldice Hospital Limited (Abridged) <br/>18.Massachusetts Audubon Society <br/>19.TLContact: CarePages Service (A)<br/> <br/> |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Organized around a strategic marketing framework, Services Marketing provides with maximum flexibility for instructors in structuring the course for teaching and at the same time guiding students into the consumer and competitive environments in services marketing. The marketing framework has been restructured for this edition to reflect the current services marketing scene. The examples of practical application of concepts help in bridging the gap between theory and practice. It has a strongly managerial perspective, but is rooted in solid recent academic research |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Service Industry |
| Chronological subdivision | Marketing |
| 9 (RLIN) | 6201 |
| Topical term or geographic name as entry element | Proffession |
| General subdivision | Service Marketing |
| 9 (RLIN) | 6202 |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Wirtz, Jochen; |
| 9 (RLIN) | 6203 |
| Personal name | Chatterjee, Jayanta. |
| 9 (RLIN) | 6204 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Item type | Book |
| 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 | Source of acquisition | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Date last borrowed | Cost, replacement price | Price effective from | Total Renewals |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | ON SHELF | 13/02/2015 | Vakratund Book House/ 584/ 5-02-2015 | 547.50 | 6 | 658.8/ Lov/Wir/ 29871 | 11129671 | 07/06/2022 | 23/09/2019 | 730.00 | 13/02/2015 | ||||||
| Dewey Decimal Classification | Main Library | Main Library | ON SHELF | 13/02/2015 | Vakratund Book House/ 584/ 5-02-2015 | 547.50 | 3 | 658.8/ Lov/Wir/ 29872 | 11129672 | 07/06/2022 | 23/09/2019 | 730.00 | 13/02/2015 | ||||||
| Dewey Decimal Classification | Main Library | Main Library | ON SHELF | 13/02/2015 | Vakratund Book House/ 584/ 5-02-2015 | 547.50 | 12 | 658.8/ Lov/Wir/ 29873 | 11129673 | 07/06/2022 | 11/11/2017 | 730.00 | 13/02/2015 | 1 | |||||
| Dewey Decimal Classification | Main Library | Main Library | ON SHELF | 13/02/2015 | Vakratund Book House/ 584/ 5-02-2015 | 547.50 | 6 | 658.8/ Lov/Wir/ 29874 | 11129674 | 07/06/2022 | 23/09/2019 | 730.00 | 13/02/2015 | ||||||
| Dewey Decimal Classification | Main Library | Main Library | ON SHELF | 13/02/2015 | Vakratund Book House/ 584/ 5-02-2015 | 547.50 | 4 | 658.8/ Lov/Wir/ 29875 | 11129675 | 07/06/2022 | 22/01/2018 | 730.00 | 13/02/2015 | 2 |