| 000 -LEADER |
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| fixed length control field |
02072cam a22003494a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
111212s2013 nyua b 001 0 eng |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780071086967 |
| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0078112052 |
| SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)ocn768480373 |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Transcribing agency |
DLC |
| Modifying agency |
YDXCP |
| -- |
BTCTA |
| -- |
C#P |
| -- |
CDX |
| -- |
DLC |
| AUTHENTICATION CODE |
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| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HD9980.5 |
| Item number |
.Z45 2013 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| Edition number |
23 |
| SYSTEM CONTROL NUMBER |
|---|
| System control number |
(IMchF)fol14022589 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126095808.0 |
| CONTROL NUMBER |
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| control field |
51486 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Zeithaml, Valarie A. |
| TITLE STATEMENT |
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| Title |
Services marketing : |
| Remainder of title |
integrating customer focus across the firm / |
| Statement of responsibility, etc |
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. |
| EDITION STATEMENT |
|---|
| Edition statement |
6th ed. |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
New York : |
| Name of publisher, distributor, etc |
McGraw-Hill Irwin, |
| Date of publication, distribution, etc |
c2013. |
| PHYSICAL DESCRIPTION |
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| Extent |
xxvii, 642 p. : |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| SUMMARY, ETC. |
|---|
| Summary, etc |
Services Marketing , 6/e, is written for students and businesspeople who recognize the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers. |
| STUDY PROGRAM INFORMATION NOTE |
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| Program name |
ISIT918 MARK270 MARK938 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing. |
| ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bitner, Mary Jo. |
| ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gremler, Dwayne D. |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
CRS |