| 000 -LEADER |
|---|
| fixed length control field |
02737cam a2200361 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
3551366 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
APU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20150810112117.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
970226s1997 txu b 001 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
97158296 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0030152178 (hbk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780030152177 (hbk.) |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)36450371 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
NNRB (FN0594(00)) RC |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
NjPRFB |
| Transcribing agency |
NjPRFB |
| Modifying agency |
ANA |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
lccopycat |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.H64 1997 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.802 |
| Edition number |
21 |
| Item number |
HOF 1997 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hoffman, K. Douglas. |
| 9 (RLIN) |
8142 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Essentials of services marketing / |
| Statement of responsibility, etc |
K. Douglas Hoffman, John E. G. Bateson. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Fort Worth : |
| Name of publisher, distributor, etc |
Dryden Press, |
| Date of publication, distribution, etc |
c1997. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxi, 505 p. ; |
| Dimensions |
24 cm. |
| 440 #4 - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
The Dryden Press series in marketing |
| 9 (RLIN) |
8143 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Overview of services marketing: Introduction to services; Fundamental differences between goods and services; Overview of the services sector; Consumer decision process issues in services marketing; Ethical issues in services marketing -- Service strategy, managing the service experience: Service delivery process; Pricing of services; Developing the service communication mix; Managing the firm's physical evidence; People issues, managing employees and customers -- Assessing and improving service delivery: Defining and measuring customer satisfaction; Defining and measuring service quality; Service failures and recovery strategies; Customer retention; Putting the pieces together, creating the seamless service firm -- Cases. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
The primary objective of [this book] is to provide instructional materials that not only introduce the student to the field of services marketing but also acquaint the student with specific customer service issues.... The [book first] concentrates on defining services marketing and providing the basic concepts that differentiate the marketing of services from the marketing of tangibles.... [It then discusses] topics that concern the management of the service encounter.... [The book also] focuses on customer satisfaction and service quality issues. Methods for tracking service failures and employee recovery efforts as well as customer retention strategies are also presented.... [The book concludes with] nine cases that illustrate the topics discussed throughout the book. -Pref. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing. |
| 9 (RLIN) |
7837 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bateson, John E. G. |
| 9 (RLIN) |
8144 |
| 856 7# - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents |
| Uniform Resource Identifier |
http://lcweb.loc.gov/catdir/toc/97-158296.html |
| Access method |
http |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbu |
| c |
copycat |
| d |
2 |
| e |
ncip |
| f |
19 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Book |
| Koha issues (borrowed), all copies |
6 |
