Services Marketing (Record no. 9245)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 02797nam a2200181Ia 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190927115113.0 |
| 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 | 9789332587687 |
| 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 |
| 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/> |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | C.Lovelock |
| 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 |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Date checked out | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Amity Central Library | Amity Central Library | ABS | 31/05/2011 | 450.00 | 4 | 658.8 LOV-S | 6477ABS | 31/05/2023 | 11/04/2023 | 31/05/2011 | Books |