Asia Pacific University Library catalogue


Services marketing : (Record no. 382495)

000 -LEADER
fixed length control field 02018nam a22002897a 4500
003 - CONTROL NUMBER IDENTIFIER
control field APU
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20221116174726.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 190529s2018 nyua|||| |||| 00| 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781260083521 (pbk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 1260083527 (pbk.)
040 ## - CATALOGING SOURCE
Original cataloging agency APU
Language of cataloging eng
Transcribing agency APU
Modifying agency WAN
050 ## - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.122
Item number .S47 2018
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8
Edition number 23
Item number SER 2018
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Zeithaml, Valarie A.
9 (RLIN) 7835
245 00 - 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.
250 ## - EDITION STATEMENT
Edition statement 7th edition ; International student edition.
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc New York :
Name of publisher, distributor, etc McGraw-Hill Education,
Date of publication, distribution, etc 2018.
300 ## - PHYSICAL DESCRIPTION
Extent xxxviii, 514 p. :
Other physical details ill. ;
Dimensions 25 cm.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc Includes bibliographical references and index.
505 ## - FORMATTED CONTENTS NOTE
Formatted contents note Part 1: Foundations for Services Marketing Chapter 1: Introduction to Services Chapter 2: Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer Chapter 3: Customer Expectations of Service Chapter 4: Customer Perceptions of Service Part 3: Understanding Customer Requirements Chapter 5: Listening to Customers through Research Chapter 6: Building Customer Relationships Chapter 7: Service Recovery Part 4: Aligning Service Design and Standards Chapter 8: Service Innovation and Design Chapter 9: Customer-Defined Service Standards Chapter 10: Physical Evidence and the Servicescape Part 5: Delivering and Performing Service Chapter 11: Employees' Roles in Service Delivery Chapter 12: Customers' Roles in Service Delivery Chapter 13: Managing Demand and Capacity Part 6: Managing Service Promises Chapter 14: Integrated Service Marketing Communications Chapter 15: Pricing of Services Part 7: Service and the Bottom Line Chapter 16: The Financial and Economic Impact of Service
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Service industries
General subdivision Marketing.
9 (RLIN) 7837
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Customer services.
9 (RLIN) 3984
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Marketing.
9 (RLIN) 878
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Bitner, Mary Jo.
9 (RLIN) 7838
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Gremler, Dwayne D.
9 (RLIN) 8820
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Koha item type Book
Holdings
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 Invoice number Cost, normal purchase price Total Checkouts Total Renewals Full call number Barcode Date last seen Date checked out Copy number Cost, replacement price Price effective from Koha item type PO number
Not Withdrawn Available   Not Damaged Available for loan Book APU Library APU Library Open Shelf 29/05/2019 KS EDU RESOURCES KSRJUL3577 85.00 2 4 HF5415.122 .S47 2018 c.1 00012618 09/06/2020 09/03/2020 1 85.00 29/05/2019 General Circulation U-2019/05/0930