MARC record from Internet Archive

LEADER: 05445cam 2200733 a 4500
001 ocm36462071
003 OCoLC
005 20220121011907.0
008 970130s1997 enka b 001 0 eng
040 $aUKM$beng$cUKM$dNLGGC$dYDXCP$dAU@$dUGA$dBAKER$dDEBBG$dOCL$dOD$$dOCLCO$dOCLCF$dNLE$dOCLCO$dOCLCQ$dOCLCO$dUK5EZ
015 $aGB9712066$2bnb
019 $a42799058$a877123334$a1101353206$a1107717091
020 $a0030990351$q(pbk.)
020 $a9780030990359$q(pbk.)
020 $a1861524382$q(pbk.)
020 $a9781861524386$q(pbk.)
035 $a(OCoLC)36462071$z(OCoLC)42799058$z(OCoLC)877123334$z(OCoLC)1101353206$z(OCoLC)1107717091
037 $cL.19.95
050 4 $aHD9980.5$b.C657 1997
082 04 $a658.8$222
084 $a85.40$2bcl
084 $aQP 600$2rvk
084 $aQQ 250$2rvk
084 $aQR 560$2rvk
245 00 $aContemporary services marketing management :$ba reader /$cedited by Mark Gabbott and Gillian Hogg.
260 $aLondon :$bDryden,$c©1997.
300 $axiv, 537 pages :$billustrations ;$c25 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references and index.
505 0 $aIntroduction / Mark Gabbott and Gillian Hogg -- Breaking free from product marketing / G.L. Shostack -- Classifying services to gain strategic marketing insights / C.H. Lovelock -- How consumer evaluation processes differ between goods and services / V.A. Zeithaml -- A service-orientated approach to marketing of services / C. Gronroos -- What is meant by services? / J.M. Rathmell -- Dramatizing the service experience : a managerial approach / S.J. Grove, R.P. Fisk and M.J. Bitner -- The impact of services versus goods on consumers' assessment of perceived risk and variability / K.B. Murray and J.L. Schlacter -- Perceived control and the effects of crowding and consumer choice on the service experience / M.K. Hui and J.E.G. Bateson -- Consumer behaviour and services : a review / M. Gabbott and G. Hogg -- Critical service encounters : the employee's viewpoint / M.J. Bitner, B.H. Booms and L.A. Mohr -- SERVQUAL : a multiple-item scale for measuring consumer perceptions of service quality / A. Parasuraman, V.A. Zeithaml and L.L. Berry -- Measuring service quality : a reexamination and extension / J.J. Cronin and S.A. Taylor -- Expectations, performance evaluation, and consumers' perceptions of quality / R.K. Teas -- SERVQUAL : review, critique, research agenda / F. Buttle -- A dynamic process model of service quality : from expectations to behavioral intentions / W. Boulding, A. Kalra, R. Staelin and V.A. Zeithaml -- A multistage model of customers' assessments of service quality and value / R.N. Bolton and J.H. Drew -- Buyer perceived service quality in industrial networks / M. Holmlund and S. Kock -- From scientific management to service management : a management perspective for the age of service competition / C. Gronroos -- Towards a classification of service processes / R. Silvestro, L. Fitzgerald, R. Johnston and C. Voss.
505 0 $a(Cont.) Sustainable competitive advantage in service industries : a conceptual model and research propositions / S.G. Bharadwaj, P.R. Varadarajan and J. Fahy -- Service firms' international entry-mode choice : a modified transaction-cost analysis approach / M.K. Erramilli and C.P. Rao -- The consumer rules? An examination of the rhetoric and 'reality' of marketing in financial services / D. Knights, A. Sturdy and G. Morgan -- River magic : extraordinary experience and the extended service encounter / E.J. Arnould and L.L. Price -- Service breakdowns : a study of critical incidents in an airline / B. Edvardsson -- Managing quality in busines-to-business services / I.T.D. Szmigin.
650 0 $aService industries$xMarketing.
650 0 $aService industries$xManagement.
650 0 $aCustomer services$xManagement.
650 7 $aCustomer services$xManagement.$2fast$0(OCoLC)fst00885552
650 7 $aService industries$xManagement.$2fast$0(OCoLC)fst01113442
650 7 $aService industries$xMarketing.$2fast$0(OCoLC)fst01113447
650 17 $aMarketing.$2gtt
650 17 $aKlantenservice.$2gtt
650 17 $aDienstensector.$2gtt
650 07 $aAufsatzsammlung.$2swd
650 07 $aDienstleistung.$2swd
650 07 $aMarketing.$2swd
650 07 $aMarketingmanagement.$2swd
650 07 $aDienstleistung.$0(DE-588)4012178-1$2gnd
650 07 $aMarketing.$0(DE-588)4037589-4$2gnd
650 07 $aMarketingmanagement.$0(DE-588)4168907-0$2gnd
655 4 $aAufsatzsammlung.
700 1 $aGabbott, Mark.
700 1 $aHogg, Gillian.
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=007556219&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 $uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007556219&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA$zInhaltsverzeichnis
938 $aBaker & Taylor$bBKTY$c46.99$d46.99$i1861524382$n0003530462$sactive
938 $aYBP Library Services$bYANK$n1585568
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029 1 $aAU@$b000053452631
029 1 $aDEBBG$bBV011256128
029 1 $aNZ1$b4930222
029 1 $aUNITY$b07002832X
994 $aZ0$bP4A
948 $hNO HOLDINGS IN P4A - 90 OTHER HOLDINGS