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Services marketing : (Record no. 20461)

MARC details
000 -LEADER
fixed length control field 03348nam a2200313 4500
001 - CONTROL NUMBER
control field vtls002102660
003 - CONTROL NUMBER IDENTIFIER
control field MY-SjTCS
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20200306153429.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 110218s2001 at a 001 eng
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 1740094387
039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE]
Level of rules in bibliographic description 201909171730
Level of effort used to assign nonsubject heading access points ummi
Level of effort used to assign subject headings 201102181708
Level of effort used to assign classification VLOAD
-- 200407271924
-- VLOAD
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.800994
Item number LOV
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Lovelock, Christopher H.
9 (RLIN) 1825
245 10 - TITLE STATEMENT
Title Services marketing :
Remainder of title an Asia-Pacific perspective /
Statement of responsibility, etc. Christopher H. Lovelock, Paul G. Patterson, Rhett H. Walker.
250 ## - EDITION STATEMENT
Edition statement 2nd ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. Frenchs Forest, N.S.W. :
Name of publisher, distributor, etc. Pearson Education Australia,
Date of publication, distribution, etc. c2001
300 ## - PHYSICAL DESCRIPTION
Extent xii, 636 p. :
Other physical details ill. (some col.), maps ;
Dimensions 25 cm.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Preface. - About the authors and contributors. - Pt. 1. Understanding services. 1. Distinctive aspects of services marketing. 2. Customer involvement in service processes. - Pt. 2. Understanding the customer and managing relationships. 3. Customer behaviour in service settings. 4. Customer satisfaction and service quality. 5. Relationship marketing and management. - Pt. 3. Strategic issues in services marketing. 6. Target market definition and positioning. 7. Developing a service product strategy. 8. The place and manner of service delivery. 9. Understanding costs and developing pricing strategy. 10. Managing capacity and demand. 11. Communicating and promoting services. - Pt. 4. Challenges for senior management. 12. Managing the customer-service function. 13. Handling customer complaints and managing service recovery. 14. International services marketing. 15. The Strategic impact of information technology. - Cases. - Reading. - Index
520 ## - SUMMARY, ETC.
Summary, etc. Services Marketing : An Asia-Pacific Perspective, 2nd edition provides a balance of conceptual rigour and practical applications with real-world examples. This combination of text reader and casebook explores the concepts and techniques of Services Marketing, using a broad range of service categories in Australia and Asia-Pacific region. Some of the features in the second edition include : New and current practices, cases, and readings from Australia, New Zealand , and South East Asia. For example tthe chapter on Consumer Behaviour now includes a section that specifically examines the differences found in collectivist Asian cultures ; the impact of technology on services has been integrated throughout as well as highlighted in a new chapter (15) ; the book discusses a broad range of service industries including professional services such as engineering, accounting and legal services ; new cases and readings have been collected from a broad range of Australasian and South East Aisan sources, providing students with a global view of services marketing ; new two-colour format throughout enhances the design and pedagogy of the text. - Back cover
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
Geographic subdivision Asia, Southeastern
General subdivision Marketing.
9 (RLIN) 200485
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
Geographic subdivision Australia
General subdivision Marketing.
9 (RLIN) 200486
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
Geographic subdivision New Zealand
General subdivision Marketing.
9 (RLIN) 200487
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Service industries
Geographic subdivision Asia, Southeastern
General subdivision Marketing.
9 (RLIN) 200488
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Service industries
Geographic subdivision Australia
General subdivision Marketing.
9 (RLIN) 200489
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Service industries
Geographic subdivision New Zealand
General subdivision Marketing.
9 (RLIN) 200490
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Patterson, Paul G.
Relator term (j.a.)
9 (RLIN) 200491
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Walker, Rhett H.
Relator term (j.a.)
9 (RLIN) 96229
920 ## - Programme
Programme MCS : 200650
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Date acquired Total Checkouts Barcode Date last seen Date last checked out Copy number Uniform Resource Identifier Koha item type Public note
    Dewey Decimal Classification     Taylor's Library-TU Taylor's Library-TU 27/07/2004 53 5000048889 05/12/2019 16/08/2017 1 Floor 4, Shelf 26 , Side 2, TierNo 5, BayNo 8 Main Collection SOMAC,37003,03,RM