MARC details
| 000 -LEADER |
|---|
| fixed length control field |
04038pam a2200385 a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
24246596 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20201215150957.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
910724s1992 txua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
91030762 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0030541646 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780030541643 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
TIZA |
| Local codes |
23468 |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KNS |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJS |
| Source |
thema |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
KJMV |
| 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) |
42831 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Managing services marketing : |
| Remainder of title |
text and readings / |
| Statement of responsibility, etc. |
John E.G. Bateson. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Fort Worth : |
| Name of publisher, distributor, etc. |
Dryden Press, |
| Date of publication, distribution, etc. |
c1992. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiv, 594 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 20 - FORMATTED CONTENTS NOTE |
|---|
| Title |
Pul-eeze! Will somebody help me? / Stephen Koepp -- Comparing marketing management in package goods and service organizations / Gary Knisely -- |
| -- |
Problems and strategies in services marketing / Valerie A. Zeithaml, A. Parasuraman and Leonard L. Berry -- Classifying services to gain strategic marketing insights / Christopher H. Lovelock -- A role theory perspective on dyadic interactions: the service encounter / Michael R. Solomon, Carol Surprenant, John A. Czepiel and Evelyn G. Gutman -- Perceived control and the service encounter / John E. G. Bateson -- A |
| -- |
test of services marketing theory: consumer information acquisition activities / Keith B. Murray -- |
| -- |
Where does the customer fit in a service operation? / Richard B. Chase -- |
| -- |
Look to customers to increase productivity / Christopher H. Lovelock and Robert F. Young -- |
| -- |
Toward service without a snarl / Jeremy Main -- |
| -- |
Service positioning through structural change / G. Lynn Shostack -- Store atmosphere: an environmental psychology approach / Robert J. Donovan and John R. Rossiter -- |
| -- |
Prescription for the waiting-in-line blues: entertain, enlighten and engage / Karen L. Katz. Blaire M. Larson and Richard C. Larson -- The service organization: climate is crucial / Benjamin Schneider -- Between service and servility: role conflict in subordinate service roles / Boas Shamir -- |
| -- |
New services design, development and implementation and the employee / Benjamin Schneider and David E. Bowen -- The employee as customer / Leonard L. Berry -- The service encounter: diagnosing favorable and unfavorable incidents / Mary Jo Bitner, Bernard H. Booms and Mary Stanfield Tetreault -- The price bundling of services: a normative framework / Joseph P. Guiltinan -- Guidelines for the advertising of services / William R. George and Leonard L. Berry -- |
| -- |
Strategic management of service development / Eric Langeard and Pierre Eiglier -- |
| -- |
Growth strategies for service firms / James M. Carman and Eric Langeard -- |
| -- |
Franchise prototypes / Kevin Farrell -- A |
| -- |
guide for new distribution channel strategies for service firms / Donald H. Light -- Designing a long range marketing strategy for services / Christian Grönroos -- Innovative marketing strategies and organizational structures for service firms / Christian Grönroos -- |
| -- |
The structure of service firms and their marketing policies / K. J. Blois -- A conceptual model of service quality and its implications for future research / A. Parasuraman, Valerie A. Zeithaml and Leonard L. Berry -- |
| -- |
Communication and control processes in the delivery of service quality / Valerie A. Zeithaml, Leonard L. Berry and A. Parasuraman -- A |
| -- |
longitudinal analysis of the impact of service changes on customer attitudes / Ruth N. Bolton and James H. Drew -- Zero defections: quality comes to services / Frederick F. Reicheld and W. Earl Sasser Jr. -- The |
| -- |
power of unconditional service guarantees / Christopher W. L. Hart. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| a |
33.75 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries |
| General subdivision |
Marketing |
| -- |
Management |
| 9 (RLIN) |
42832 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Hospitality & service industries |
| Source of heading or term |
thema |
| 9 (RLIN) |
42833 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Sales & marketing |
| Source of heading or term |
thema |
| 9 (RLIN) |
42834 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Management of specific areas |
| Source of heading or term |
thema |
| 9 (RLIN) |
42835 |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
|---|
| a |
170413 |
| 903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
|---|
| a |
MARS |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10070424 |
| b |
multi |
| c |
- |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Suppress in OPAC |
0 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Operator's initials, OID (RLIN) |
4 |
| Cataloger's initials, CIN (RLIN) |
010425 |
| First Date, FD (RLIN) |
m |
| Local |
a |
| -- |
- |
| -- |
0 |