Services marketing : (Record no. 19209)

MARC details
000 -LEADER
fixed length control field 02072cam a22003494a 4500
FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 111212s2013 nyua b 001 0 eng
INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780071086967
INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 0078112052
SYSTEM CONTROL NUMBER
System control number (OCoLC)ocn768480373
CATALOGING SOURCE
Original cataloging agency DLC
Language of cataloging eng
Transcribing agency DLC
Modifying agency YDXCP
-- BTCTA
-- C#P
-- CDX
-- DLC
AUTHENTICATION CODE
Authentication code pcc
LIBRARY OF CONGRESS CALL NUMBER
Classification number HD9980.5
Item number .Z45 2013
DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8
Edition information 23
SYSTEM CONTROL NUMBER
System control number (IMchF)fol14022589
DATE AND TIME OF LATEST TRANSACTION
control field 20170126095808.0
CONTROL NUMBER
control field 51486
CONTROL NUMBER IDENTIFIER
control field UOWD
MAIN ENTRY--PERSONAL NAME
Personal name Zeithaml, Valarie A.
TITLE STATEMENT
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.
Place of publication, distribution, etc. New York :
Name of publisher, distributor, etc. McGraw-Hill Irwin,
Date of publication, distribution, etc. c2013.
PHYSICAL DESCRIPTION
Extent xxvii, 642 p. :
Other physical details ill. ;
Dimensions 26 cm.
BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note 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
Program name ISIT918 MARK270 MARK938
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Service industries
General subdivision Marketing.
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services.
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name 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
Holdings
Date last seen Total checkouts Total renewals Full call number Barcode Date last checked out Cost, replacement price Price effective from Koha item type Lost status Source of classification or shelving scheme Damaged status Not for loan Withdrawn status Home library Current library Shelving location Date acquired Source of acquisition Cost, normal purchase price
25/05/2019 3 1 658.8 ZE SE T0015214 07/05/2019 0.00 26/01/2017 CRS   Dewey Decimal Classification       University of Wollongong in Dubai University of Wollongong in Dubai Closed Reserve 16/11/2014 Donation 0.00
02/06/2019 7 4 658.8 ZE SE T0045283 25/05/2019 69.13 26/01/2017 REGULAR   Dewey Decimal Classification       University of Wollongong in Dubai University of Wollongong in Dubai Main Collection 09/09/2013 ABE 69.13
25/05/2017 4 1 658.8 ZE SE T0048343 20/05/2017 55.33 26/01/2017 3 DAY LOAN   Dewey Decimal Classification       University of Wollongong in Dubai University of Wollongong in Dubai 3 day loan 09/09/2013 ABE 55.33
22/05/2017 6 4 658.8 ZE SE T0049045 20/05/2017 52.43 26/01/2017 3 DAY LOAN   Dewey Decimal Classification       University of Wollongong in Dubai University of Wollongong in Dubai Main Collection 16/09/2013 ABE 52.43