Services marketing : (Registro nro. 303708)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02920 a2200289 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250425142805.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 120830t2024 at a|||gr|||| 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780357718308 |
| 040 ## - CATALOGING SOURCE | |
| Transcribing agency | DLC |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD9980.5 |
| Item number | .H644 2024 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Hoffman, K. Douglas. |
| 9 (RLIN) | 235597 |
| Relator term | author |
| 245 10 - TITLE STATEMENT | |
| Title | Services marketing : |
| Remainder of title | concepts, strategies, & cases / |
| Statement of responsibility, etc. | K. Douglas Hoffman, John E.G. Bateson. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | Sixth edition. |
| 264 #1 - | |
| Place of production, publication, distribution, manufacture | Australia : |
| Name of producer, publisher, distributor, manufacturer | Cengage, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2024. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xv, 352 pages : |
| Other physical details | color illsutrations ; |
| Dimensions | 28 cm. |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | unmediated |
| Source | rdamedia |
| 338 ## - CARRIER TYPE | |
| Carrier type term | volumen |
| Source | rdacarrier |
| 501 ## - WITH NOTE | |
| With note | Includes glossary. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 1. An Overview of Services Marketing -- Chapter 1. An Introduction to Services -- Chapter 2. The Fundamental Differences Between Goods and Services -- Chapter 3. Environmental, Social and Governance (ESG) and Ethical Issues in Services Marketing -- Chapter 4. Consumer Behavior in Services Marketing -- Part 2. The Tactical Services Marketing Mix -- Chapter 5. The Service Delivery Process -- Chapter 6. The Pricing of Services -- Chapter 7. Developing the Service Communication Strategy -- Chapter 8. Managing the Firm’s Physical Evidence -- Chapter 9. People as Strategy: Managing Service Employees -- Chapter 10. People as Strategy: Managing Service Customers -- Part 3. Assessing and Implementing Successful Service Strategies -- Chapter 11. Defining and Measuring Customer Satisfaction -- Chapter 12. Defining and Measuring Service Quality -- Chapter 13. The Art of Service Failure and Recovery Management -- Chapter 14. Customer Loyalty and Retention -- Chapter 15. Pulling the Pieces Together: Creating a World-Class Service Culture. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Examine the use of services marketing as a competitive tool from a uniquely broad perspective with SERVICES MARKETING: CONCEPTS, STRATEGIES, AND CASES, 5E. Using a reader-friendly, streamlined structure, this book explores services marketing not only as an essential focus for service firms, but also as a competitive advantage for companies that market tangible products. Real examples feature businesses from industries both within and beyond the nine service economy supersectors: education and health services, financial activities, government, information, leisure and hospitality, professional and business services, transportation and utilities, wholesale and retail trade, and "other services." Cutting-edge data addresses current issues, such as sustainability, technology, and the global market, give you valuable insights for business success. A new online format additional features and flexibility to keep you up to date with the latest advances. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service industries |
| 9 (RLIN) | 168847 |
| General subdivision | Marketing. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bateson, John E. G. |
| 9 (RLIN) | 58605 |
| Relator term | author |
| 942 ## - | |
| Koha item type | Libro mb |
| Source of classification or shelving scheme | Library of Congress Classification |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Copy number | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Biblioteca de Mayagüez | Biblioteca de Mayagüez | Colección General mb | 07/04/2025 | 35 = University Books Inc. | 385.00 | HD9980.5 .H644 2024 | 50000003299111 | 07/04/2025 | c. 1 | 385.00 | 07/04/2025 | Libro mb |