Services marketing : (Record no. 10880)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01702nam a22002657a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9780357718308 |
| Terms of availability | TZS 200,726/= |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9780357718346 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MUL |
| Language of cataloging | eng. |
| Description conventions | AACR2 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 BAT |
| 100 ## - MAIN ENTRY--AUTHOR NAME | |
| Personal name | Hoffman, K. Douglas |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing : |
| Sub Title | concepts, strategies, and cases / |
| Statement of responsibility, etc | K. Douglas Hoffman, and John Bateson |
| 250 ## - Edition Statement | |
| Edition statement | 6th edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | Boston: |
| Name of publisher | Cengage, |
| Year of publication | c 2024. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xv, 352p. : |
| Other physical details | ill. ; |
| Dimensions | 30 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes glossary (p.329-341) |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes index (p.342-352) |
| 505 ## - Formatted Contents | |
| Formatted contents note | Part I: AN OVERVIEW OF SERVICES MARKETING.1. An Introduction to Services.2. Fundamental Differences between Goods and Services.3. Environmental, Societal, and Governance (ESG) and Ethical Issues in Services Marketing.4. Services Consumer Behavior.Part II: THE TACTICAL SERVICES MARKETING MIX.5. The Service Delivery Process.6. The Pricing of Services.7. Developing the Service Communication Strategy.8. Managing the Firm’s Physical Evidence.9. People as Strategy: Managing Service Employees.10. People as Strategy: Managing Service Consumers.Part III: ASSESSING AND IMPLEMENTING SUCCESSFUL SERVICE STRATEGIES.11. Defining and Measuring Customer Satisfaction.12. Defining and Measuring Service Quality.13. Complaint & Service Recovery Management.14. Customer Loyalty & Retention.15. Pulling the Pieces together: Creating a World Class Service Culture.EXAMPLES OF OPENING VIGNETTES AND BOX FEATURES. |
| 546 ## - LANGUAGE NOTE | |
| Language note | eng. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Service industries Marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Ethical issues in service marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer complaining behavior |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bateson, John |
| 942 ## - ADDED ENTRY ELEMENTS | |
| Item type | Book |
| Withdrawn status | Lost status | Damaged status | Not for loan | Permanent Location | Current Location | Date acquired | Source of acquisition | Full call number | Accession Number | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 22/01/2025 | MAK Solution (HEET) | 658.8 BAT | 0087045 | 1 | 15/05/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 22/01/2025 | MAK Solution (HEET) | 658.8 BAT | 0087046 | 2 | 15/05/2025 | Book | ||||
| Mzumbe University Main Campus Library | Mzumbe University Main Campus Library | 22/01/2025 | MAK Solution (HEET) | 658.8 BAT | 0087047 | 3 | 15/05/2025 | Book |