Services marketing: Integrating customer focus across the firm (Record no. 22872)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01784 a2200229 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20241218105820.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 241211b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781266287152 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Zeithaml, Valarie |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing: Integrating customer focus across the firm |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 8th |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Dubuque, IA: |
| Name of publisher, distributor, etc. | McGraw Hill, |
| Date of publication, distribution, etc. | 2023. |
| 500 ## - GENERAL NOTE | |
| General note | Recommended by: Anita Basalingappa |
| 521 ## - TARGET AUDIENCE NOTE | |
| Target audience note | 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/><br/>PART 2: Focus on the Customer<br/>Chapter 3: Customer Expectations of Service <br/>Chapter 4: Customer Perceptions of Service<br/><br/>PART 3: Understanding Customer Requirements <br/>Chapter 5: Listening to Customers through Research <br/>Chapter 6: Managing Customer Relationships <br/>Chapter 7: Service Recovery<br/><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/><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/><br/>PART 6: Managing Service Promises <br/>Chapter 14: Integrated Service Marketing Communications <br/>Chapter 15: Pricing of Services<br/><br/>PART 7: Service Trends: AI, Robotics, and the Bottom<br/>Chapter 16: Artificial Intelligence and Robotics in Service<br/>Chapter 17: The Financial and Economic Impact of Service |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| General subdivision | service industries |
| -- | marketing |
| -- | customer services |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bitner, Mary Jo |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Gremler, Dwayne D. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Mende, Martin |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| 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 | Inventory number | Total Checkouts | Full call number | Barcode | Date due | Date last seen | Date last checked out | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | KEIC | KEIC | 12/07/2024 | Kushal Books | 7717.60 | 497 | 1 | 658.8 SER | 23700 | 01/10/2025 | 12/11/2024 | 12/11/2024 | 5788.00 | 12/07/2024 | Books |