MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02173cam a2200421 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
1410 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
BD-DhEWU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20180104020003.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
990512s2000 maua g b 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0072312211 |
|
|---|
| International Standard Book Number |
0071169946 (international edition) |
|
|---|
| International Standard Book Number |
9780072312218 |
|
|---|
| International Standard Book Number |
9780071169943 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)41411942 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| -- |
BD-DhEWU |
| Language of cataloging |
eng |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.Z45 2000 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| Item number |
ZES 2000 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zeithaml, Valarie A. |
| 9 (RLIN) |
9560 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Services marketing : |
| Remainder of title |
integrating customer focus across the firm / |
| Statement of responsibility, etc |
Valarie A. Zeithaml, Mary Jo Bitner. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Boston ; |
| Name of publisher, distributor, etc |
Irwin/McGraw-Hill, |
| Date of publication, distribution, etc |
c2000. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxviii, 620 p. : |
| Other physical details |
ill. ; |
| Dimensions |
27 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. Introduction to Services --<br/>2. Consumer Behavior in Services --<br/>3. Customer Expectations of Service --<br/>4. Customer Perceptions of Service --<br/>5. Understanding Customer Expectations and Perceptions through Marketing Research --<br/>6. Building Customer Relationships --<br/>7. Service Recovery --<br/>8. Service Development and Design --<br/>9. Customer-Defined Service Standards --<br/>10. Physical Evidence and the Servicescape --<br/>11. Employees' Roles in Service Delivery --<br/>12. Customers' Roles in Service Delivery --<br/>13. Delivering Service through Intermediaries and Electronic Channels --<br/>14. Managing Demand and Capacity --<br/>15. Integrated Services Marketing Communications --<br/>16. Pricing of Services --<br/>17. The Financial and Economic Effect of Service |
| Title |
TOC |
| 526 ## - STUDY PROGRAM INFORMATION NOTE |
|---|
| Program name |
BA |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| Local note |
Abdul Gani |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing. |
| 9 (RLIN) |
11721 |
|
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 9 (RLIN) |
9562 |
|
|---|
| Topical term or geographic name as entry element |
Marketing. |
| 9 (RLIN) |
11722 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bitner, Mary Jo. |
| 9 (RLIN) |
9563 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
WorldCat details |
| Uniform Resource Identifier |
http://www.worldcat.org/title/services-marketing-integrating-customer-focus-across-the-firm/oclc/41411942&referer=brief_results |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Text |
| Koha issues (borrowed), all copies |
7 |