Services marketing : (Record no. 382495)
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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 |
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 |
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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 |