Services marketing: integrating customer focus across the firm (Record no. 179)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01930nam a22002297a 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190824154901.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 190824b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789353160777 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| Item number | ZEI |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Zeithaml, Valarie A. |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing: integrating customer focus across the firm |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Name of publisher, distributor, etc. | McGraw Hill Education (India) Pvt. Ltd. |
| Place of publication, distribution, etc. | New Delhi |
| Date of publication, distribution, etc. | 2018 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxxvi, 582 p. |
| 365 ## - TRADE PRICE | |
| Price type code | INR |
| Price amount | 845.00 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Table of Content<br/><br/>Part 1: Foundations for Service Marketing<br/>Chapter 1 Introduction to Services<br/>Chapter 2 Conceptual Framework of the Book: The Gaps Model of Service Quality<br/>Part 2: Focus on the Customer<br/>Chapter 3 Customer Expectations of Service<br/>Chapter 4 Customer Perceptions of Service<br/>Part 3: Understanding Customer Requirements<br/>Chapter 5 Listening to Customers through Research<br/>Chapter 6 Building Customer Relationships<br/>Chapter 7 Service Recovery<br/>Part 4: Aligning Service Design and Standards<br/>Chapter 8 Service Innovation and Design<br/>Chapter 9 Customer-Defined Service Standards<br/>Chapter 10 Physical Evidence and the Servicescape<br/>Part 5: Delivering and Performing Service<br/>Chapter 11 Employees’ Roles in Service<br/>Chapter 12 Customers’ Roles in Service<br/>Chapter 13 Managing Demand and Capacity<br/>Part 6: Managing Service Promises<br/>Chapter 14 Integrated Service Marketing Communications<br/>Chapter 15 Pricing of Services<br/>Part 7: Service and the Bottom Line<br/>Chapter 16 The Financial and Economic Impact of Service<br/><br/>Case 1: Home Solutions (India) Limited – Kitchen Section<br/>Case 2: Merit-Trac: A Test in Everyone’s Life<br/>Case 3: Ferns N Petals (FNP)<br/>Case 4: BharatMatrimony.com<br/>Case 5: BookmyShow.com<br/>Case 6: Airbnb India: Growth Pangs? |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | . |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Service industries--Marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bitner, Mary Jo |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Gremler, Dwayne D. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha 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 | Accession Number | Date last seen | Copy number | Cost, replacement price | Price effective from | Koha item type | Bill No | Bill Date |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Marketing | Indian Institute of Management LRC | Indian Institute of Management LRC | General Stacks | 06/10/2019 | Bharat Book Distributors | 632.91 | 658.8 ZEI | 000503 | 08/24/2019 | 1 | 845.00 | 08/24/2019 | Book | 19-20/7424 | 06-06-2019 |