MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01203cam a2200313 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
16260666 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
ZET-ke |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20180702114530.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
100601s2011 at a 000 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2010929753 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780538476454 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
1439039399 (hbk.) |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD 9980.5 |
| Item number |
.H644 2008 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hoffman, K. Douglas. |
| 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 |
4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Australia ; |
| -- |
Mason, OH : |
| Name of publisher, distributor, etc |
South-Western, |
| Date of publication, distribution, etc |
2008. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xv, 468 p. : |
| Other physical details |
ill. ; |
| Dimensions |
27 cm. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Understanding the service experience--Traditional service super sectors and ethical considerations--Unique discrepancies between goods and services--Costumer decision making in services marketing--Focus on service processes--Considerations for services pricing--Effective service promotion--Managing the service personnel--Recruitment costs savings in the gaming industry--People as strategy:managing service consumers-- The essentials of customer satisfaction measurement--Service quality:identifying and rectifying the gaps--managing service failures and implementing effective recovery strategies--Strategies for facilitating customer loyalty and retention--Pulling the pieces together:creating a world class service culture. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Marketing. |
| 9 (RLIN) |
257 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bateson, John E. G. |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html">http://www.loc.gov/catdir/enhancements/fy1105/2010929753-b.html</a> |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html">http://www.loc.gov/catdir/enhancements/fy1105/2010929753-d.html</a> |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
<a href="http://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html">http://www.loc.gov/catdir/enhancements/fy1105/2010929753-t.html</a> |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
2 |
| e |
epcn |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Books |
| Call number prefix |
HD 9980.5 |
| Call number suffix |
.H644 2008 |
