Services marketing: people technology, strategy (Record no. 50153)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03292 a2200193 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180718b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 978-93-325-8768-7 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8/Wir/Lov |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Wirtz, Jochen, Lovelock, Christopher, Chatterjee, Jayanta |
| 9 (RLIN) | 32074 |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing: people technology, strategy |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 8 |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Noida, U.P. |
| Name of publisher, distributor, etc | Pearson India Education Services Pvt. Ltd., |
| Date of publication, distribution, etc | 2018 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxii, 817 |
| Other physical details | Paper |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Table of Content<br/>Part I: Understanding Service Products, Consumers, And Markets<br/>1. Creating Value in the Service Economy <br/>2. Understanding Service Consumers <br/>3. Positioning Services in Competitive Markets <br/>Part II: Applying the 4 Ps of Marketing to Services<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/>Part III: Managing the Customer Interface <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/>Part IV: Developing Customer Relationships <br/>12. Managing Relationships and Building Loyalty <br/>13. Complaint Handling and Service Recovery <br/>Part V: Striving for Service Excellence <br/>14. Improving Service Quality and Productivity <br/>15. Building a World-Class Service Organization<br/>Part VI: Case Studies |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Services Marketing: People, Technology, Strategy, 8e, is a globally renowned textbook for services<br/><br/>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.<br/>Salient Features<br/>a) The nature of the modern service economy, B2B services, outsourcing and offshoring are covered in<br/>Chapter 1. The Service-Profit Chain, featured in Chapter 15 in the previous editions, has been moved<br/>here to serve as a guiding framework for the book.<br/>b) Chapter 7 is now tightly organized around the 5 Ws model, a new section on the services marketing<br/>communications funnel has been added, and the coverage of new media (including social media, mobile<br/>apps, and QR codes) is significantly expanded.<br/>c) Chapter 8 has a new section on emotionprints, and covers service blueprinting in more detail.<br/>d) Chapter 11 has new sections on a service-oriented culture, how to build a climate for service, effective<br/>leadership in service organization, and leadership styles.<br/>e) This book presents a global perspective, with examples carefully selected from America, Europe, and<br/>Asia; for example, insurers eyeing an untapped Indian customer base after demonetization, Instagram<br/>adding 100m users in four months, Ola criticizing Uber over 'predatory pricing' in India, mobile upstarts<br/>(like Reliance Jio) innovating faster than oligopolies, reasons for the growth of flower subscription<br/>services, etc. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Services marketing |
| 9 (RLIN) | 32075 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Item type | Student Collection |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | 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 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135888 | 25/01/2020 | 28/11/2019 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 4 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135889 | 05/02/2022 | 07/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 4 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135890 | 19/03/2022 | 18/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 4 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135891 | 11/01/2023 | 16/12/2022 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 2 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135892 | 26/10/2021 | 26/09/2020 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135893 | 01/06/2019 | 799.00 | 17/07/2018 | ||||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 5 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135894 | 14/05/2022 | 07/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 2 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135895 | 08/02/2022 | 08/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135896 | 28/12/2020 | 26/09/2020 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135897 | 20/08/2024 | 20/08/2024 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 2 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135898 | 30/01/2024 | 17/01/2024 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135899 | 05/03/2022 | 07/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 2 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135900 | 05/11/2019 | 30/07/2019 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 3 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135901 | 31/05/2022 | 09/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 3 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135902 | 10/06/2023 | 12/10/2020 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135903 | 01/06/2019 | 20/10/2018 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 4 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135904 | 06/09/2021 | 04/01/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135905 | 01/06/2019 | 23/10/2018 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 4 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135906 | 11/01/2023 | 07/11/2022 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 5 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135907 | 11/01/2023 | 01/11/2022 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135908 | 01/06/2019 | 20/10/2018 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135909 | 01/04/2022 | 09/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 2 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135910 | 12/03/2022 | 08/10/2021 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 1 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135911 | 01/06/2019 | 26/11/2018 | 799.00 | 17/07/2018 | ||||
| Dewey Decimal Classification | Main Library | Main Library | 17/07/2018 | 4 | 583.27 | 5 | 658.8/ Wir/Lov/Student Collection Sr Batch PG/MMS | 11135912 | 18/03/2023 | 03/11/2022 | 799.00 | 17/07/2018 |