| Record ID | marc_columbia/Columbia-extract-20221130-013.mrc:67814985:2548 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-013.mrc:67814985:2548?format=raw |
LEADER: 02548cam a22003974a 4500
001 6071348
005 20221121233528.0
008 060724t20072007njua b 001 0 eng
010 $a 2006024219
020 $a0131875523 (alk. paper)
020 $a9780131875524 (alk. paper)
035 $a(OCoLC)ocm70698948
035 $a(NNC)6071348
035 $a6071348
040 $aDLC$cDLC$dYDX$dBAKER$dNLGGC$dSITPL$dYDXCP$dOrLoB-B
050 00 $aHF5415.13$b.L5883 2007
082 00 $a658.8$222
084 $a85.40$2bcl
100 1 $aLovelock, Christopher H.$0http://id.loc.gov/authorities/names/n78036551
245 10 $aServices marketing :$bpeople, technology, strategy /$cChristopher Lovelock, Jochen Wirtz.
250 $a6th ed.
260 $aUpper Saddle River, N.J. :$bPearson/Prentice Hall,$c[2007], ©2007.
300 $axx, 648 pages :$billustrations ;$c29 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
504 $aIncludes bibliographical references and indexes.
505 00 $gCh. 1.$tNew perspectives on marketing in the service economy -- $gCh. 2.$tCustomer behavior in service encounters -- $gCh. 3.$tDeveloping service concepts : core and supplementary elements -- $gCh. 4.$tDistributing services through physical and electronic channels -- $gCh. 5.$tExploring business models : pricing and revenue management -- $gCh. 6.$tEducating customers and promoting the value proposition -- $gCh. 7.$tPositioning services in competitive markets -- $gCh. 8.$tDesigning and managing service processes -- $gCh. 9.$tBalancing demand and productive capacity -- $gCh. 10.$tCrafting the service environment -- $gCh. 11.$tManaging people for service advantage -- $gCh. 12.$tManaging relationships and building loyalty -- $gCh. 13.$tAchieving service recovery and obtaining customer feedback -- $gCh. 14.$tImproving service quality and productivity -- $gCh. 15.$tOrganizing for change management and service leadership.
650 0 $aMarketing$xManagement.$0http://id.loc.gov/authorities/subjects/sh85081339
650 0 $aProfessions$xMarketing.$0http://id.loc.gov/authorities/subjects/sh85107269
650 0 $aService industries$xMarketing.$0http://id.loc.gov/authorities/subjects/sh87006846
650 0 $aCustomer services$xMarketing.
650 17 $aDienstensector.$2gtt
650 17 $aMarketing.$2gtt
700 1 $aWirtz, Jochen.$0http://id.loc.gov/authorities/names/n98930663
856 41 $3Table of contents only$uhttp://www.loc.gov/catdir/toc/ecip0618/2006024219.html
852 00 $boff,bus$hHF5415.13$i.L5883 2007