MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01066nam a2200265 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
SPU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20180928111323.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
151202s2015 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781118921449 |
| Terms of availability |
4138 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
SPU |
| 049 ## - LOCAL HOLDINGS (OCLC) |
|---|
| Holding library |
SPU_CHN |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD 9980.5 |
| Item number |
G76S 2015 |
| 100 0# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gronroos, Christian, |
| Dates associated with a name |
1947- |
| 9 (RLIN) |
156104 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Service management and marketing: Managing the service profit logic / |
| Statement of responsibility, etc. |
Christian Gronroos,author |
| 246 ## - VARYING FORM OF TITLE |
|---|
| Title proper/short title |
Service management and marketing |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
4th ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Chichester : |
| Name of publisher, distributor, etc. |
John Wiley & Sons, |
| Date of publication, distribution, etc. |
2015 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
ix, 522 p. ; |
| Dimensions |
24 cm. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. The service and relationship imperative: Managing in service competition page 1-46 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
2. The nature of service and service consumption, and its customer management implications page 47-68 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
3. The service profit logic and service management principles page 69-92 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
4. Service and relationship quality page 93-126 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
5. Quality management in service page 127-156 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
6. Return on service and relationships page 157-204 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
7. Managing the augmented service offering page 205-234 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
8. Managing productivity in service organizations page 235-266 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
9. Managing marketing or customer-focused management page 267-310 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
10. Managing integrated marketing communication and relationship communication page 311-336 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
11. Managing brand relationships and image page 337-356 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
12. Social media in service management and marketing page 357-372 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
13. Customer-focused organization: Structure, resources and service process page 373-408 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
14. People management: Internal marketing as a prerequisite for successful customer management page 409-444 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
15. Managing service culture: The internal service imperative page 445-462 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
16. Transforming a manufacturing firm into a service business page 463-492 |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
17. Conclusions: Managing service and relationships page 493-510 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
CUSTOMER SERVICES |
| 9 (RLIN) |
46742 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
SERVICE INDUSTRIES |
| General subdivision |
MARKETING |
| 9 (RLIN) |
46741 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
DIENSTLEISTUNGSBETRIEB |
| 9 (RLIN) |
214855 |
| 850 ## - HOLDING INSTITUTION |
|---|
| Holding institution |
SPU |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
General Book |
| Source of classification or shelving scheme |
Library of Congress Classification |
| 998 ## - STAFF NAME (SPU) |
|---|
| ผู้ลงรายการ |
took 1215 |
| ผู้วิเคราะห์รายการ |
took 1215 |
