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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
Withdrawn status Lost status Damaged status Not for loan 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  
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