MARC details
000 -LEADER |
fixed length control field |
02465nam a2200481 a 4500 |
001 - CONTROL NUMBER |
control field |
BDZ0007970815 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
StDuBDS |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20201209145333.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
080219s2009 maua f b 001|0|eng d |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9780071263931: |
Terms of availability |
£41.99 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
0071263934 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
0073380938 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9780073380933 |
035 ## - SYSTEM CONTROL NUMBER |
System control number |
(OCoLC)175648148 |
040 ## - CATALOGING SOURCE |
Original cataloging agency |
StDuBDS |
Language of cataloging |
eng |
Transcribing agency |
StDuBDS |
Modifying agency |
StDuBDSZ |
050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
Item number |
.Z45 2009 |
072 #7 - SUBJECT CATEGORY CODE |
Subject category code |
BUS |
Source |
ukslc |
072 #7 - SUBJECT CATEGORY CODE |
Subject category code |
KJ |
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 |
Zeithaml, Valarie A. |
245 10 - TITLE STATEMENT |
Title |
Services marketing : |
Remainder of title |
integrating customer focus across the firm. |
250 ## - EDITION STATEMENT |
Edition statement |
5th ed. / |
Remainder of edition statement |
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. |
Place of publication, distribution, etc. |
Boston, [Mass.] ; |
-- |
London : |
Name of publisher, distributor, etc. |
McGraw-Hill, |
Date of publication, distribution, etc. |
2009. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
xxviii, 708 p. : |
Other physical details |
ill. ; |
Dimensions |
26 cm. |
500 ## - GENERAL NOTE |
General note |
CW838 |
500 ## - GENERAL NOTE |
General note |
Previous ed.: 2006. |
504 ## - BIBLIOGRAPHY, ETC. NOTE |
Bibliography, etc. note |
Includes bibliographical references and index. |
505 0# - FORMATTED CONTENTS NOTE |
Formatted contents note |
[Part One Foundations for Services Marketing] Introduction to Services -- Conceptual Framework of the Book: The Gaps Model of Service Quality. [Part Two Focus on the Customer] Consumer Behavior in Services -- Customer Expectations of Service -- Customer Perceptions of Service. [Part Three Understanding Customer Requirements] Listening to Customers Through Research -- Building Customer Relationships -- Service Recovery. [Part Four Aligning Service Design and Standards] Service Development and Design -- Customer-Defined Service Standards -- Physical Evidence and the Servicescape. [Part Five Delivering and Performing Service] Employees' Roles in Service Delivery -- Customers' Roles in Service Delivery -- Delivering Service Through Intermediaries and Electronic Channels -- Managing Demand and Capacity. [Part Six Managing Service Promises] Integrated Services Marketing Communications -- Pricing of Services. [Part Seven Service and the Bottom Line] The Financial and Economic Impact of Service -- Cases -- Index. |
590 ## - LOCAL NOTE (RLIN) |
a |
55.45 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Marketing. |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Customer services. |
9 (RLIN) |
2749 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Service industries |
General subdivision |
Marketing |
9 (RLIN) |
8960 |
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Business and Management. |
Source of heading or term |
ukslc |
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Business & Management |
Source of heading or term |
thema |
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Sales & marketing |
Source of heading or term |
thema |
700 1# - ADDED ENTRY--PERSONAL NAME |
Personal name |
Gremler, Dwayne D. |
700 1# - ADDED ENTRY--PERSONAL NAME |
Personal name |
Bitner, Mary Jo. |
902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
a |
130820 |
907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
a |
.b10420289 |
b |
wwgen |
c |
- |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Suppress in OPAC |
0 |
998 ## - LOCAL CONTROL INFORMATION (RLIN) |
Operator's initials, OID (RLIN) |
0 |
Cataloger's initials, CIN (RLIN) |
121130 |
First Date, FD (RLIN) |
m |
Local |
a |
-- |
- |
-- |
0 |