Services marketing (Record no. 10884)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01931nam a22002897a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9781266287152 |
| Terms of availability | TZS 110,697/= |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | MUL |
| Language of cataloging | eng. |
| Description conventions | AACR2 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8 SER |
| 245 ## - TITLE STATEMENT | |
| Title | Services marketing |
| Sub Title | : integrating customer focus across the firm / |
| Statement of responsibility, etc | Valarie A. Zeithaml (Author), Mary Jo Bitner (Author), Dwayne D. Gremler (Author), Martin Mende (Author) |
| 250 ## - Edition Statement | |
| Edition statement | 8th edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | New York: |
| Name of publisher | McGraw Hill, |
| Year of publication | c 2024. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xxvi, 531p. : |
| Other physical details | ill. ; |
| Dimensions | 28 cm |
| 500 ## - GENERAL NOTE | |
| General note | Includes discussion questions and exercises at the end of each chapter |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes index (p.518-531) |
| 505 ## - Formatted Contents | |
| Formatted contents note | Part 1: Foundations for Service Marketing1. Introduction to Services2. Conceptual Framework of the Book: The Gaps Model of Service Quality Part 2: Focus on the Customer3. Customer Expectations of Service4. Customer Perceptions of Service Part 3: Understanding Customer Requirements5. Listening to Customers through Research6. Managing Customer Relationships7. Service Recovery Part 4: Aligning Service Design and Standards8. Service Innovation and Design9. Customer-Defined Service Standards10. Physical Evidence and the Servicescape Part 5: Delivering and Performing Service11. Employees’ Roles in Service12. Customers’ Roles in Service13. Managing Demand and Capacity Part 6: Managing Service Promises14. Integrated Service Marketing Communications15. Pricing of Services Part 7: Service Trends: AI, Robotics, and the Bottom Line16. Artificial Intelligence and Robotics in Service17. The Financial and Economic Impact of Service |
| 546 ## - LANGUAGE NOTE | |
| Language note | eng. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Services (Industrie) Marketing |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Managing service promises |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Service design and standards |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Zeithaml, Valarie A. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Jo Bitner, Mary |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Gremler, Dwayne D. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Mende, Martin |
| 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 | 658.8 SER | 0087070 | 2 | 15/05/2025 | Book |