MARC details
| 000 -LEADER |
|---|
| fixed length control field |
03684cam a2200481 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
41071410 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20201215154104.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
980914s1999 enkabe 001 0 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
013095991X |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780130959911: |
| Terms of availability |
£23.95 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
UKM |
| Transcribing agency |
UKM |
| Modifying agency |
DGU |
| -- |
OCLCQ |
| 043 ## - GEOGRAPHIC AREA CODE |
|---|
| Geographic area code |
e------ |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
TIZA |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJ |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJS |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJSU |
| Source |
thema |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Lovelock, Christopher H. |
| 9 (RLIN) |
81095 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Services marketing : |
| Remainder of title |
a European perspective. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
[New ed.] / |
| Remainder of edition statement |
Christopher Lovelock, Sandra Vandermerwe, Barbara Lewis. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
London : |
| Name of publisher, distributor, etc. |
Prentice Hall Europe, |
| Date of publication, distribution, etc. |
c1999. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiv, 718 p. : |
| Other physical details |
ill. (some col.), maps, plans ; |
| Dimensions |
25 cm. ; |
| Accompanying material |
pbk. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Previous ed.: i.e 3rd ed. published as Services marketing /by Christopher Lovelock. London : Prentice-Hall International, 1996. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Includes index. |
| 505 #0 - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
[PART I - UNDERSTANDING SERVICES] Distinctive aspects of service management -- Customer involvement in service processes -- Managing service encounters -- [Readings] |
| Title |
From scientific management to service management - a management perspective for the age of service competition / Christian Grönroos -- |
| -- |
Critical service encounters - the employee's viewpoint / Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr -- [Cases]. |
| 505 #0 - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
[PART II - UNDERSTANDING CUSTOMERS AND MANAGING RELATIONSHIPS] Customer behaviour in service settings -- Positioning a service in the marketplace -- Targeting customers, managing relationships and building loyalty -- Complaint handling and service recovery -- [Readings] The |
| Title |
best shopping trip? How Tesco keeps the customer satisfied / Tim Mason -- |
| -- |
Consumer behaviour and services - a review / Mark Gabbott, Gillian Hogg -- |
| -- |
Service positioning through structural change / G. Lynn Shostack -- Listening to the customer - the concept of a service-quality information system / Leonard L. Berry, A. Parasuraman [Cases]. |
| 505 #0 - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
[PART III- STRATEGIC ISSUES IN SERVICES MARKETING] Creating services and adding value -- Designing service delivery systems -- Pricing services -- Communicating to customers: education and promotion -- [Readings] |
| Title |
Redefining value / Sandra Vandermerwe -- |
| -- |
Key concepts for new service development / Bo Edvardsson, Jan Olsson -- |
| -- |
Why cross-selling hasn't worked / David Maister -- |
| -- |
Making business sense of the internet / Shikhar Ghosh -- [Cases] |
| 505 #0 - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
[PART IV-INTEGRATING MARKETING WITH OTHER MANAGEMENT FUNCTIONS] Enhancing value by improving quality and productivity -- Balancing demand and capacity -- Managing customer-contact personnel -- Organizing for service leadership -- Developing strategies for transnational operations -- [Readings] -- |
| Title |
Measuring your marketing success / David H. Maister -- |
| -- |
Intra-organizational aspects of service quality management: the employees' perspective / Barbara R. Lewis, Gard O. S. Gabrielsen -- |
| -- |
Altering the way the company really works / Sandra Vandermerwe -- Putting the service-profit chain to work / James L. Heskett et al. -- [Cases]. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| a |
40.00 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations. |
| 9 (RLIN) |
2748 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| Geographic subdivision |
Europe |
| General subdivision |
Marketing |
| 9 (RLIN) |
81096 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| Geographic subdivision |
Europe |
| General subdivision |
Marketing |
| Form subdivision |
Case studies |
| 9 (RLIN) |
81097 |
| 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) |
81098 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Sales & marketing |
| Source of heading or term |
thema |
| 9 (RLIN) |
81099 |
| 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 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Vandermerwe, Sandra. |
| 9 (RLIN) |
25445 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| a |
161108 |
| 903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
|---|
| a |
MARS |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10260869 |
| 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) |
050906 |
| First Date, FD (RLIN) |
m |
| Local |
a |
| -- |
- |
| -- |
0 |