Essentials of services marketing / (Record no. 190138)
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| 000 -LEADER | |
|---|---|
| fixed length control field | nam a22 a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | SPU |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20191117151034.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180724b2018 xxu||||| |||| 00| 0 tha d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9789810686185 |
| Terms of availability | 1290.00 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | SPU |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | main |
| -- | SPU_CHG |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HD 9980.5 |
| Item number | W57E 2012 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Wirtz, Jochen. |
| 9 (RLIN) | 430696 |
| 245 10 - TITLE STATEMENT | |
| Title | Essentials of services marketing / |
| Statement of responsibility, etc. | Jochen Wirtz, Patricia Chew, & Christopher Lovelock. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 2nd ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Singapore : |
| Name of publisher, distributor, etc. | Pearson Education South Asia Pte Ltd., |
| Date of publication, distribution, etc. | 2012 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 679 pages : |
| Other physical details | ill ; |
| Dimensions | 27 cm. |
| 449 ## - DEPARTMENT | |
| Department name | บางเขน. วิทยาลัยการท่องเที่ยวและการบริการ. การจัดการการท่องเที่ยว |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 1 Understanding service products, consumers, and markets . Introduction to Services Marketing pp. 4-33 -- Consumer Behavior in a Services Context pp. 34-65 -- Positioning Services in Competitive Markets pp. 66-92 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 2 Applying the 4Ps of marketing to services . Developing Service Products: Core and Supplementary Elements pp. 96-121 -- Distributing Services through Physical and Electronic Channels pp. 122-149 -- Setting Prices and Implementing Revenue Management pp. 150-187 -- Promoting Services and Educating Customers pp. 188-223 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 3 Designing and managing the customer interface . Designing and Managing Service Processes pp. 226-263 -- Balancing Demand and Capacity pp. 264-295 -- Crafting the Service Environment pp. 296-321 -- Managing People for Service Advantage pp. 322-354 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 4 Developing customer relationships . Managing Relationships and Building Loyalty pp. 358-393 -- Complaint Handling and Service Recovery pp. 394-426 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 5 Striving for service excellence . Improving Service Quality and Productivity pp. 430-175 -- Organizing for Service Leadership pp. 476-500 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part 6 Case studies . Sullivan Ford Auto World pp. 504-509 -- Dr Beckett's Dental Office pp. 510-513 -- Bouleau & Huntley: Cross-Selling Professional Services pp. 514-518 -- Banyan Tree: Branding the Intangible pp. 519-527 -- Giordano: Positioning for International Expansion pp. 528-537 -- Kiwi Experience pp. 538-546 -- Distribution at American Airlines pp. 547-554 -- Managing Word-of-Mouth: The Referral Incentive Program that Backfired pp. 555-558 -- The Accra Beach Hotel: Block Booking of Capacity during a Peak Period pp. 559-563 -- Revenue Management of Gondolas: Maintaining the Balance beteen Tradition and Revenue pp. 564-567 -- Aussie Pooch Mobile: Expansion by Franchising pp. 568-577 -- Shouldice Hospital Limited (Abridged) pp. 578-587 -- Red Lobster pp. 588-589 -- Singapore Airlines: Managing Human Resources for Cost-effective Service Excellence pp. 590-598 -- Customer Asset Management at DHL in Asia pp. 599-602 -- Dr Mahalee Goes to London: Global Client Management pp. 603-604 -- Hilton HHonors Worldwide: Loyalty Wars pp. 605-616 -- The Royal Dining Membership Program Dilemma pp. 617-623 -- The Complaint Letter pp. 624-626 -- The Broadstripe Service Guarantee pp. 627-633 -- Starbucks: Delivering Customer Service pp. 634-648 |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | SERVICE INDUSTRIES |
| General subdivision | MARKETING |
| 9 (RLIN) | 46741 |
| 650 00 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | MARKETING |
| General subdivision | MANAGEMENT |
| 9 (RLIN) | 34112 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Chew, Patricia. |
| 9 (RLIN) | 578099 |
| Relator term | Co-Editor |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Lovelock, Christopher H. |
| 9 (RLIN) | 75340 |
| Relator term | Co-Editor |
| 850 ## - HOLDING INSTITUTION | |
| Holding institution | SPU |
| 910 ## - ACQUISITION INFORMATION (SPU) | |
| Purchaser | วิทยาลัยการท่องเที่ยวและการบริการ อ.พีรยา สุขกิจเจ จัดซื้องาน SPU Library Day 2017 |
| Publisher | ร้าน Book Link |
| Accession date | 160718 |
| Barcode | F067274 |
| 910 ## - ACQUISITION INFORMATION (SPU) | |
| Purchaser | สำนักงานบัณฑิตวิทยาลัย |
| Accession date | 121019 |
| Barcode | ฺฌ001883 |
| 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 | niparat 0718 |
| -- | rattana 051119 |
| ผู้วิเคราะห์รายการ | niparat 0718 |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Full call number | Barcode | Date last seen | Price effective from | Koha item type | Source of acquisition |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Available | General Books (ENGLISH) | SPU Library, Bangkok (Main Campus) | SPU Library, Bangkok (Main Campus) | Floor 6: General Shelves (ENGLISH): H, J | 24/07/2018 | 1150.00 | HD 9980.5 W57E 2013 | F067274 | 24/07/2018 | 24/07/2018 | General Book | ||||
| Library of Congress Classification | Available | General Books (ENGLISH) | SPU Library, Chonburi campus | SPU Library, Chonburi campus | Floor 3: General Shelves (FOREIGN LANGUAGE) | 05/11/2019 | 1290.00 | HD 9980.5 W57E 2012 | BG001883 | 01/12/2019 | 05/11/2019 | General Book | จัดซื้อโดย บัณฑิตวิทยาลัย 121019 / 010 |