Normal view MARC view ISBD view

SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM (Record no. 9985)

000 -LEADER
fixed length control field	01302nam a22001697a 4500
003 - CONTROL NUMBER IDENTIFIER
control field	SGT
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number	9781259026812
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number	658.5,ZET
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name	ZEITHAMAL,VALARIE A
245 ## - TITLE STATEMENT
Title	SERVICES MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM
250 ## - EDITION STATEMENT
Edition statement	6TH
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc	NEW DELHI
Name of publisher, distributor, etc	TMH
Year of Publication	2015
300 ## - PAGE DESCRIPTION
No. of Pages	711
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element	Part I: Foundations for Services Marketing 1. Introduction to Services 2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part II: Focus on the Customer 3. Customer Expectations of Service 4. Customer Perceptions of Service Part III: Understanding Customer Requirements 5. Listening to Customers through Research 6. Building Customer Relationships 7. Service Recovery Part IV: Aligning Service Design and Standards 8. Service Innovation and Design 9. Customer-Defined Service Standards 10. Physical Evidence and the Servicescape Part V: Delivering and Performing Service 11. Employees’ Roles in Service Delivery 12. Customers’ Roles in Service Delivery 13. Managing Demand and Capacity Part VI: Managing Service Promises 14. Integrated Service Marketing Communications 15. Pricing of Services Part VII: Service and the Bottom Line 16. The Financial and Economic Impact of Service Cases
653 ## - KEYWORDS--INDEX TERM
Keyword term	SERVICES MARKETING
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Koha item type	Books

Holdings
Not for loan	Collection code	Permanent location	Current location	Shelving location	Date acquired	Vendor Name	Cost, normal purchase price	SGTU	Total Checkouts	Full call number	Accession No. (Barcode)	Date last seen	Date last borrowed	Koha item type	Bill Number
	COMMERCE MANAGEMENT	SGT Science & Social Sciences Library	SGT Science & Social Sciences Library	Text Book	06/10/2016	UNIVERSAL BOOK STALL	725.00	SGTU	2	658.5,ZET	CM2520	30/11/2021	03/03/2021	FCM Books	307
	COMMERCE MANAGEMENT	SGT Science & Social Sciences Library	SGT Science & Social Sciences Library	Text Book	06/10/2016	UNIVERSAL BOOK STALL	725.00	SGTU	11	658.5,ZET	CM2521	06/04/2021	17/03/2021	FCM Books	307
	COMMERCE MANAGEMENT	SGT Science & Social Sciences Library	SGT Science & Social Sciences Library	Text Book	06/10/2016	UNIVERSAL BOOK STALL	725.00	SGTU	6	658.5,ZET	CM2522	22/03/2021	08/03/2021	FCM Books	307
	COMMERCE MANAGEMENT	SGT Science & Social Sciences Library	SGT Science & Social Sciences Library	Text Book	06/10/2016	UNIVERSAL BOOK STALL	725.00	SGTU	8	658.5,ZET	CM2523	26/07/2021	08/04/2021	FCM Books	307
Not For Loan	COMMERCE MANAGEMENT	SGT Science & Social Sciences Library	SGT Science & Social Sciences Library	Reference Book	06/10/2016	UNIVERSAL BOOK STALL	725.00	SGTU		658.5,ZET	CM2524	06/10/2016		FCM Books	307