| 000 | 02387cam a2200385 a 4500 | ||
|---|---|---|---|
| 001 | 7803 | ||
| 003 | BD-DhEWU | ||
| 005 | 20150118135236.0 | ||
| 008 | 090928s2011 ii ab g b 001 0 eng d | ||
| 010 | _a 2009039795 | ||
| 020 | _a9780136107217 | ||
| 020 | _a9788131759394 | ||
| 020 | _a0136107214 | ||
| 035 | _a(OCoLC)441947355 | ||
| 040 |
_aDLC _cDLC _dYDX _dYDXCP _dCDX _dBTCTA _dDLC _dBD-DhEWU _beng |
||
| 041 | _aeng | ||
| 050 | 0 | 0 |
_aHF5415.13 _b.L5883 2011 |
| 082 | 0 | 4 |
_a658.8 _bLOS 2011 |
| 100 | 1 |
_aLovelock, Christopher H. _919187 |
|
| 245 | 1 | 0 |
_aServices marketing : _bpeople, technology, strategy / _cChristopher Lovelock, Jochen Wirtz. |
| 250 | _a7th ed. | ||
| 260 |
_aNoida, India : _bDorling Kindersley (India) Pvt. Ltd., _cc2011. |
||
| 300 |
_axxi, 683 p. : _bill., map ; _c27 cm. |
||
| 504 | _aIncludes bibliographical references and indexes. | ||
| 505 |
_tTOC _aPART I -- UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS Chapter 1: New Perspectives on Marketing in the Service Economy Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II -- APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products: Core and Supplementary Elements Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III -- MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing and Managing Service Processes Chapter 9: Balancing Demand and Productive Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV -- IMPLEMENTING PROFITABLE SERVICE STRATEGIES Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery Chapter 14: Improving Service Quality and Productivity Chapter 15: Striving for Service Leadership |
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| 526 | _aBA | ||
| 590 | _aTahur Ahmed | ||
| 650 | 0 |
_aMarketing _xManagement. _919188 |
|
| 650 | 0 |
_aProfessions _xMarketing. _919189 |
|
| 650 | 0 |
_aService industries _xMarketing. _919190 |
|
| 650 | 0 |
_aCustomer services _xMarketing. _919191 |
|
| 700 | 1 |
_aWirtz, Jochen. _919192 |
|
| 856 | 4 | 2 |
_3WorldCat details _uhttp://www.worldcat.org/title/services-marketing-people-technology-strategy/oclc/441947355&referer=brief_results |
| 942 |
_2ddc _cTEXT |
||
| 999 |
_c7803 _d7803 |
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