Services Marketing : (Record no. 7591)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 03803pam a2200325 a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20231003140806.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140223b2011 xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789353160777 (pbk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780070700994 |
| 040 ## - CATALOGING SOURCE | |
| Transcribing agency | IIMU |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 |
| Edition number | 23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Zeithaml, Valarie. |
| 245 ## - 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 and Ajay Pandit. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 7th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | New Delhi : |
| Date of publication, distribution, etc. | c2013. |
| Name of publisher, distributor, etc. | Tata Mcgraw Hill, |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 582p.; |
| Dimensions | 24 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Include Bibliographical references and Index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 1: Foundations for Service 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 Chapter 12 Customers’ Roles in Service 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 Case 1: Home Solutions (India) Limited – Kitchen Section Case 2: Merit-Trac: A Test in Everyone’s Life Case 3: Ferns N Petals (FNP) Case 4: BharatMatrimony.com Case 5: BookmyShow.com Case 6: Airbnb India: Growth Pangs? |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Overview The seventh edition of our hallmarked text on Services Marketing by Zeithaml, Bitner, Gremler and Pandit, introduces readers to the vital role that services play in economy and its future. Services dominate the advance economy of the world, and virtually all companies view services as critical to retaining their customers. The seventh edition maintains a managerial focus by incorporating company examples and strategies for addressing issues in every chapter and emphasizes the knowledge needed to implement service strategies for competitive advantage across industries. Key Features • New updated chapter opener in all chapters. • New research references and examples in every chapter, with greater coverage of new business model examples such as Uber, OpenTable, Mint/Intuit, and others. • Greater emphasis on technology and how it is transforming service businesses, including examples from application services (“apps”). The “Gig” economy, the sharing economy, and the “Internet of Things” as a service. • Focus on digital and social marketing in the chapter, Integrated Service Marketing Communications, as well as greater coverage and examples of these topics throughout the book. • Increased coverage of Big Data as a source of customer information and data analytics as a service. • Updated and revised 16 Indian Service Strategy Insights. • Six Indian updated and revised book end cases. |
| Expansion of summary note | Taken from the Publisher Site. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service industries |
| General subdivision | Marketing. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Marketing. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bitner, Mary Jo, |
| Relator term | author. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Gremler, Dwayne D, |
| Relator term | author. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Pandit, Ajay, |
| Relator term | author. |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Publisher Description and content Page |
| Uniform Resource Identifier | https://www.mheducation.co.in/services-marketing-9789353160777-india |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) | |
| a | 22.658.8 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | Monograph |
| Withdrawn status | Lost status | Damaged status | Not for loan | Collection code | Permanent Location | Current Location | Date acquired | Cost, normal purchase price | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Indian Institute of Management Udaipur | Indian Institute of Management Udaipur | 2012-06-19 | 550.00 | 658.8 | 001214 | 2016-03-06 | 2016-03-06 | Monograph |