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Essentials of Services Marketing (Record no. 22099)

MARC details
000 -LEADER
fixed length control field	02621nam a22001577a 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN	978-1-292-42519-1
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number	658.8
100 ## - MAIN ENTRY--AUTHOR NAME
Personal name	Wirtz, Jochen
245 ## - TITLE STATEMENT
Title	Essentials of Services Marketing
250 ## - EDITION STATEMENT
Edition statement	4th
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication	Harlow:
Name of publisher	Pearson,
Year of publication	2023
300 ## - PHYSICAL DESCRIPTION
Number of Pages	xxviii, 649p. : ill.; 28 cm
500 ## - GENERAL NOTE
General note	TABLE OF CONTENTS
505 ## - FORMATTED CONTENTS NOTE
Formatted contents note	PART I — UNDERSTANDING SERVICE PRODUCTS, CONSUMERS, AND MARKETS<br/><br/> Chapter 1: Introduction to Services Marketing<br/> Chapter 2: Consumer Behavior in a Services Context<br/> Chapter 3: Positioning Services in Competitive Markets<br/><br/>PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES<br/><br/> Chapter 4: Developing Service Products and Brands<br/> Chapter 5: Distributing Services through Physical and Electronic Channels<br/> Chapter 6: Setting Prices and Implementing Revenue Management<br/> Chapter 7: Promoting Services and Educating Customers<br/><br/>PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE<br/><br/> Chapter 8: Designing Service Processes<br/> Chapter 9: Balancing Demand and Capacity<br/> Chapter 10: Crafting the Service Environment<br/> Chapter 11: Managing People for Service Advantage<br/><br/>PART IV — DEVELOPING CUSTOMER RELATIONSHIPS<br/><br/> Chapter 12: Managing Relationships and Building Loyalty<br/> Chapter 13: Complaint Handling and Service Recovery<br/><br/>PART V — STRIVING FOR SERVICE EXCELLENCE<br/><br/> Chapter 14: Improving Service Quality and Productivity<br/> Chapter 15: Building a World-Class Service Organization<br/><br/>PART VI — CASE STUDIES<br/><br/> Case 1 Sullivan Ford Auto World<br/> Case 2 Susan Munro, Service Consumer<br/> Case 3 Dr. Beckett's Dental Office<br/> Case 4 Uber's Unintended Burdens<br/> Case 5 Kiwi Experience<br/> Case 6 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period<br/> Case 7 Revenue Management at The View<br/> Case 8 Aussie Pooch Mobile<br/> Case 9 Service Robots in the Frontline: How Will Aarion Bank's Customers Respond?<br/> Case 10 Digital Luxury Services: Tradition versus Innovation in Luxury Fashion<br/> Case 11 National Library Board Singapore: Delivering Cost-Effective Service Excellence through Innovation and People<br/> Case 12 Red Lobster<br/> Case 13 Banyan Tree: Branding the Intangible<br/> Case 14 Singapore Airlines: Managing Human Resources for Cost-Effective Service Excellence<br/> Case 15 Menton Bank<br/> Case 16 Dr. Mahalee Goes to London: Global Client Management<br/> Case 17 Platform vs Pipeline Business Models: Are Airbnb and Marriott Right to Move into Each Other's Turf?<br/> Case 18 The Royal Dining Membership Program Dilemma<br/><br/>
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type	Books

Holdings
Collection code	Permanent Location	Current Location	Shelving location	Date acquired	Source of acquisition	Full call number	Accession Number	Price effective from	Koha item type
Non-fiction	IFM Main Campus Library	IFM Main Campus Library	Work Room processing	10/01/2025	Purchase	658.8 WIR	0000030312	10/01/2025	Books
Non-fiction	IFM Main Campus Library	IFM Main Campus Library	Work Room processing	10/01/2025	Purchase	658.8 WIR	0000030314	10/01/2025	Books
Non-fiction	IFM Main Campus Library	IFM Main Campus Library	Work Room processing	10/01/2025	Purchase	658.8 WIR	0000030313	10/01/2025	Books