| 000 -LEADER |
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| fixed length control field |
03056nam a22003137a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20231005022800.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
210114b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781260083521 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
CvSU-CCAT Campus Library. |
| Language of cataloging |
English. |
| Transcribing agency |
CvSU-CCAT Campus Library |
| Description conventions |
rda. |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
CIR HD 9980.5 |
| Item number |
Z45 2018 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.84'22 |
| Item number |
Ze37s 2018 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zeithaml, Valerie A., author. |
| 9 (RLIN) |
949 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Services marketing : |
| Remainder of title |
integrating customer focus across the firm / |
| Statement of responsibility, etc. |
Valerie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Seventh edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
McGraw -Hill Education, |
| Date of publication, distribution, etc. |
c2018. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxviii, 514 pages : |
| Other physical details |
illustrations ; |
| Dimensions |
26 cm |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Part 1: Foundations for Services MarketingChapter 1: Introduction to ServicesChapter 2: Conceptual Framework of the Book: The Gaps Model of Service QualityPart 2: Focus on the CustomerChapter 3: Customer Expectations of ServiceChapter 4: Customer Perceptions of ServicePart 3: Understanding Customer RequirementsChapter 5: Listening to Customers through ResearchChapter 6: Building Customer RelationshipsChapter 7: Service RecoveryPart 4: Aligning Service Design and StandardsChapter 8: Service Innovation and DesignChapter 9: Customer-Defined Service StandardsChapter 10: Physical Evidence and the ServicescapePart 5: Delivering and Performing ServiceChapter 11: Employees' Roles in Service DeliveryChapter 12: Customers' Roles in Service DeliveryChapter 13: Managing Demand and CapacityPart 6: Managing Service PromisesChapter 14: Integrated Service Marketing CommunicationsChapter 15: Pricing of ServicesPart 7: Service and the Bottom LineChapter 16: The Financial and Economic Impact of Service <br/> |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Zeithaml's Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies 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, emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.New research references and examples in every chapter include increased coverage of new business model examples such as Airbnb, Uber, OpenTable, Mint/Intuit, and others, alongside greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. The longer cases have been removed from the 7e. View Table of Contents and Features below for more information. |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
In English text. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Marketing. |
| 9 (RLIN) |
950 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 9 (RLIN) |
951 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Marketing. |
| 9 (RLIN) |
128 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bitner, Mary Jo, author. |
| 9 (RLIN) |
952 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gremler, Dwayne D., author. |
| 9 (RLIN) |
953 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Book |
| Edition |
Seventh edition. |
| Classification part |
HD 9980.5 Z45 2018 |
| Call number prefix |
CIR |
| Source of classification or shelving scheme |
|
