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Services Marketing : (Record no. 36098)

MARC details
000 -LEADER
fixed length control field	01705cam a22003978i 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN	9789332587687
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number	658.8 J584 S
Item number	102685
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name	Jochen Wirtz
245 10 - TITLE STATEMENT
Title	Services Marketing :
Remainder of title	people, technology, strategy /
Statement of responsibility, etc.	Jochen Wirtz, Christopher Lovelock.
250 ## - EDITION STATEMENT
Edition statement	8th ed.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication	New Delhi
Name of publisher	Pearson
Date of publication	2018
300 ## - PHYSICAL DESCRIPTION
Number of Pages	815
500 ## - GENERAL NOTE
General note	Services Marketing: People, Technology, Strategy, 8e, is a globally renowned textbook for services marketing. This book takes a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Incorporating the latest academic research, industry trends and technology, social media and case examples, the present edition is suitable for students who want to gain a wider managerial view of the subject. Features a) The nature of the modern service economy, B2B services, outsourcing and offshoring are covered in Chapter 1. The Service-Profit Chain, featured in Chapter 15 in the previous editions, has been moved here to serve as a guiding framework for the book. b) Chapter 7 is now tightly organized around the 5 Ws model, a new section on the services marketing communications funnel has been added and the coverage of new media (including social media, mobile apps and QR codes) is significantly expanded. c) Chapter 8 has a new section on emotion prints and covers service blueprinting in more detail. d) Chapter 11 has new sections on a service-oriented culture, how to build a climate for service, effective leadership in service organization and leadership styles. e) This book presents a global perspective, with examples carefully selected from America, Europe, and Asia; for example, insurers eyeing an untapped Indian customer base after demonetization, Instagram adding 100m users in four months, Ola criticizing Uber over 'predatory pricing' in India, mobile upstarts (like Reliance Jio) innovating faster than oligopolies, reasons for the growth of flower subscription services, etc. Table of Contents Part I: Understanding Service Products, Consumers and Markets 1. Creating Value in the Service Economy 2. Understanding Service Consumers 3. Positioning Services in Competitive Markets Part II: Applying the 4 Ps of Marketing to Services 4. Developing Service Products and Brands 5. Distributing Services Through Physical and Electronic Channels 6. Service Pricing and Revenue Management 7. Service Marketing Communications Part III: Managing the Customer Interface 8. Designing Service Processes 9. Balancing Demand and Capacity 10. Crafting the Service Environment 11. Managing People for Service Advantage Part IV: Developing Customer Relationships 12. Managing Relationships and Building Loyalty 13. Complaint Handling and Service Recovery Part V: Striving for Service Excellence 14. Improving Service Quality and Productivity 15. Building a World-Class Service Organization Part VI: Case Studies
650 #0 - SUBJECT ADDED ENTRY -- TOPICAL TERM
Topical Term	Marketing
650 #0 - SUBJECT ADDED ENTRY -- TOPICAL TERM
Topical Term	Professions
650 #0 - SUBJECT ADDED ENTRY -- TOPICAL TERM
Topical Term	Service industries
650 #0 - SUBJECT ADDED ENTRY -- TOPICAL TERM
Topical Term	Customer services
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name	Wirtz, Jochen,
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type	Books

Holdings
Collection code	Home library	Current library	Shelving location	Date acquired	Purchase price	Full call number	Barcode	Date last seen	Koha item type	Total Checkouts
Non-fiction	Prajna Pratishthanam Library	Prajna Pratishthanam Library	Management	03/05/2018	799.00	658.8 J584 S 102685	102685	03/05/2018	Books
Non-fiction	Prajna Pratishthanam Library	Prajna Pratishthanam Library	Management	03/05/2018	799.00	658.8 J584 S 102685	102686	03/05/2018	Books
Non-fiction	Prajna Pratishthanam Library	Prajna Pratishthanam Library	Management	03/05/2018	799.00	658.8 J584 S 102685	102687	13/10/2023	Books	2
General	Prajna Pratishthanam Library	Prajna Pratishthanam Library	Management	15/04/2021	799.00	658.8 J584 S 102685	109064	15/04/2021	Books