Services marketing :integrating customer focus across the firm. / (Record no. 798)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02418cam a22003614a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 13812899 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20210414113932.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 041213s2006 mauab b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2004065642 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0072961945 (alk. paper) |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | DLC |
| Transcribing agency | DLC |
| Modifying agency | DLC |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD9980.5.Z45 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| Edition number | 22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Zeithaml, Valarie A. |
| 245 10 - TITLE STATEMENT | |
| Title | Services marketing :integrating customer focus across the firm. / |
| Statement of responsibility, etc. | Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Boston : |
| Name of publisher, distributor, etc. | McGraw-Hill/Irwin, |
| Date of publication, distribution, etc. | c2006. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxvii, 708 p. : |
| Other physical details | ill., map ; |
| Dimensions | 27 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Contents: Foundations for services marketing: Introduction to services -- Conceptual framework of the book: the gaps model of service quality -- Focus on the consumer: Consumer behaviour in services -- Customer expectations of service -- Customer perceptions of service -- Understanding customer requirements: Listening to customers through research -- Building customer relationships -- Service recovery -- Aligning service design and standards: Service development and design -- Customer-defined service standards -- Physical evidence and the servicescape -- Delivering and performing service: Employee's roles in service delivery -- Customers' roles in services delivery -- Delivering service through intermediaries and electronic channels -- Managing demand and capacity -- Managing service promises: Intergrated services marketing communications -- Pricing of services -- Service and the bottom line: The Financial and economic impact of service. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service industries |
| General subdivision | Marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Marketing. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bitner, Mary Jo. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Gremler, Dwayne D. |
| 856 42 - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Publisher description |
| Uniform Resource Identifier | <a href="http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html">http://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html</a> |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Table of contents only |
| Uniform Resource Identifier | <a href="http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html">http://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Contributor biographical information |
| Uniform Resource Identifier | <a href="http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html">http://www.loc.gov/catdir/enhancements/fy0737/2004065642-b.html</a> |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) | |
| a | 7 |
| b | cbc |
| c | orignew |
| d | 1 |
| e | ocip |
| f | 20 |
| g | y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | General Stacks | 30/04/2012 | HD9980.5.Z45 | 1974/12 | 30/04/2012 | 1 | 30/04/2012 | Books | |||||
| Library of Congress Classification | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | General Stacks | 30/04/2012 | HD9980.5.Z451 | 1975/12 | 30/04/2012 | 2 | 30/04/2012 | Books | |||||
| Library of Congress Classification | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE, GHANA - MAIN LIBRARY | General Stacks | 30/04/2012 | HD9980.5.Z452 | 1976/12 | 30/04/2012 | 3 | 30/04/2012 | Books |