MARC details
| 000 -LEADER |
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| fixed length control field |
02865nam a2200193Ia 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200822140256.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
140801s2008 xx 000 0 und d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9788131759394 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 LOV-S |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Lovelock, Christopher |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Services Marketing: : People, Technology, Strategy |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
5th and 7th |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Name of publisher, distributor, etc |
Pearson |
| Date of publication, distribution, etc |
2008 |
| Place of publication, distribution, etc |
New Delhi |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Part I: Understanding Service Products, Consumers, And Markets<br/>1. Creating Value in the Service Economy<br/>2. Understanding Service Consumers<br/>3. Positioning Services in Competitive Markets<br/>Part II: Applying the 4 Ps of Marketing to Services<br/>4. Developing Service Products and Brands<br/>5. Distributing Services Through Physical and Electronic Channels<br/>6. Service Pricing and Revenue Management<br/>7. Service Marketing Communications<br/>Part III: Managing the Customer Interface<br/>8. Designing Service Processes<br/>9. Balancing Demand and Capacity<br/>10. Crafting the Service Environment<br/>11. Managing People for Service Advantage<br/>Part IV: Developing Customer Relationships<br/>12. Managing Relationships and Building Loyalty<br/>13. Complaint Handling and Service Recovery<br/>Part V: Striving for Service Excellence<br/>14. Improving Service Quality and Productivity<br/>15. Building a World-Class Service Organization<br/>Part VI: Case Studies<br/> <br/><br/>Salient Features<br/>a) The nature of the modern service economy, B2B services, outsourcing and offshoring are covered in<br/>Chapter 1. The Service-Profit Chain, featured in Chapter 15 in the previous editions, has been moved<br/>here to serve as a guiding framework for the book.<br/>b) Chapter 7 is now tightly organized around the 5 Ws model, a new section on the services marketing<br/>communications funnel has been added, and the coverage of new media (including social media, mobile<br/>apps, and QR codes) is significantly expanded.<br/>c) Chapter 8 has a new section on emotionprints, and covers service blueprinting in more detail.<br/>d) Chapter 11 has new sections on a service-oriented culture, how to build a climate for service, effective<br/>leadership in service organization, and leadership styles.<br/>e) This book presents a global perspective, with examples carefully selected from America, Europe, and<br/>Asia; for example, insurers eyeing an untapped Indian customer base after demonetization, Instagram<br/>adding 100m users in four months, Ola criticizing Uber over 'predatory pricing' in India, mobile upstarts<br/>(like Reliance Jio) innovating faster than oligopolies, reasons for the growth of flower subscription<br/>services, etc.<br/> <br/><br/> |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Management |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://books.google.co.in/books?id=ZstNLUmqWAsC&printsec=frontcover&dq=services+marketing+by++Valarie+lovelock&hl=en&sa=X&ved=0ahUKEwj22t3Po_DkAhVBu48KHZN8DgEQ6AEIQzAE#v=onepage&q=services%20marketing%20by%20%20Valarie%20lovelock&f=false">https://books.google.co.in/books?id=ZstNLUmqWAsC&printsec=frontcover&dq=services+marketing+by++Valarie+lovelock&hl=en&sa=X&ved=0ahUKEwj22t3Po_DkAhVBu48KHZN8DgEQ6AEIQzAE#v=onepage&q=services%20marketing%20by%20%20Valarie%20lovelock&f=false</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Books |
| Koha issues (borrowed), all copies |
7 |
