MARC details
| 000 -LEADER |
|---|
| fixed length control field |
04127cam a2200505 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
40982228 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20201215151748.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
990317s1999 txua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
98073895 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0030225191 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780030225192: |
| Terms of availability |
£23.95 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
UKM |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
TIZA |
| Local codes |
31431 |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJ |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJSU |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJMV7 |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJS |
| Source |
thema |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bateson, John E. G. |
| 9 (RLIN) |
53669 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing services marketing : |
| Remainder of title |
text and readings / |
| Statement of responsibility, etc. |
John E.G. Bateson, K. Douglas Hoffman. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Fort Worth : |
| Name of publisher, distributor, etc. |
Dryden Press, |
| Date of publication, distribution, etc. |
c1999. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xvi, 471 p. : |
| Other physical details |
ill. ; |
| Dimensions |
29 cm. ; |
| Accompanying material |
cased. |
| 490 1# - SERIES STATEMENT |
|---|
| Series statement |
The Dryden Press series in marketing. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
CW083 |
| 500 ## - GENERAL NOTE |
|---|
| General note |
CW838 |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 #0 - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
The service revolution -- Understanding the service consumer -- Understanding the service operation -- Understanding the service worker -- A |
| Title |
test of services marketing theory: consumer information acquisition activities / Keith B. Murray -- |
| -- |
Critical service encounters / Mary Jo Bitner |
| -- |
Managing multiple demands: a role theory examination of the behaviors of customer contact service workers / Kristopher A. Weatherly and David A. Tansik -- The service operation -- The physical setting -- The service employees -- Communications strategy -- Service pricing policy -- The |
| -- |
influence of store environment on quality inferences and store image / Julie Baker, Dhruv Grewal and A. Parasuraman -- |
| -- |
What to tell consumers in waits of different lengths: an integrative model of service evaluation / Michael K. Hui and David K. Tse -- The |
| -- |
effects of filled waiting time and service provider control over the delay on evaluations of service / Shirley Taylor -- The |
| -- |
management of customer-contact service employees: an empirical investigation / Michael D. Hartline and O. C. Ferrell -- |
| -- |
Going to extremes: managing service encounters and assessing provider pereformance / Linda L. Price, Eric J. Arnould and Patrick Tierney -- A |
| -- |
comparison of advertising content: business to business versus consumer services / L. W. Turley and Scott W. Kelley -- Competing as a service firm: generic competitive strategies -- Customer satisfaction system -- Service recovery -- The customer retention system -- Competing as a service firm: service quality -- Competing as a service firm: building a customer-focused service organization -- |
| -- |
Developing global strategies for service businesses / Christopher H. Lovelock and George S. Yip -- |
| -- |
Customer satisfaction fables / Dawn Iacobucci, Kent Grayson and Amy Ostrom -- The |
| -- |
American customer satisfaction index: nature, purpose, and findings / Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha and Barbara Everitt Bryant -- |
| -- |
Customer evaluations of service complaint experiences: implications for relationship marketing / Stephen S. Tax, Stephen W. Brown and Murali Chandrashekaran -- |
| -- |
Do customer loyalty programs really work? / Grahame Dowling and Mark Uncles -- |
| -- |
Customer switching behavior in service industries: an exploratory study / Susan M. Keaveney -- Measuring service quality: a reexamination and extension / J. Joseph Cronin, Jr. and Steven A. Taylor -- |
| -- |
Research note: improving the measurement of service quality / Tom J. Brown, Gilbert A. Churchill, Jr. and J. Paul Peter. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| a |
51.16 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Marketing |
| -- |
Management |
| 9 (RLIN) |
42832 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Marketing |
| 9 (RLIN) |
8960 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Management |
| 9 (RLIN) |
7366 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Business and Management. |
| Source of heading or term |
ukslc |
| 9 (RLIN) |
31536 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Business & Management |
| Source of heading or term |
thema |
| 9 (RLIN) |
53670 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| Source of heading or term |
thema |
| 9 (RLIN) |
2749 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Sales & marketing management |
| Source of heading or term |
thema |
| 9 (RLIN) |
53671 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Sales & marketing |
| Source of heading or term |
thema |
| 9 (RLIN) |
53672 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hoffman, K. Douglas. |
| 9 (RLIN) |
27768 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE |
|---|
| Uniform title |
Dryden Press series in marketing. |
| 9 (RLIN) |
10224 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| a |
160808 |
| 903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
|---|
| a |
MARS |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10118123 |
| b |
multi |
| c |
- |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Suppress in OPAC |
0 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Operator's initials, OID (RLIN) |
3 |
| Cataloger's initials, CIN (RLIN) |
010829 |
| First Date, FD (RLIN) |
m |
| Local |
a |
| -- |
- |
| -- |
0 |