| 000 -LEADER |
|---|
| fixed length control field |
02750nam a22003257a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20260130105257.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
260128r20122012ph a|||er|||| 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9789814416061 [newsprint] |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
University of Cebu-Banilad |
| Transcribing agency |
University of Cebu-Banilad |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bateson, John E. G., |
| Relator term |
author. |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Understanding services marketing / |
| Statement of responsibility, etc |
by John E. G. Bateson and K. Douglas Hoffman. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Fourth edition ; Philippine edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Pasig City, Philippines : |
| Name of publisher, distributor, etc |
Cengage Learning, |
| Date of publication, distribution, etc |
c2012. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
502 pages : |
| Other physical details |
illustration (black and white) ; |
| Dimensions |
22 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
unmediated |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type |
volume |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references, glossary, and index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: Part I An overview of services marketing -- 1.Understanding the service experiences -- 2. Traditional service super sectors and ethical considerations -- 3. Unique discrepancies between goods and services -- 4. Consumer decision making in service marketing -- Part 2The tactical service marketing mix -- 5. Focus on service processes -- 6. Considerations for services pricing -- 7. Effective service promotions -- 8. Managing the servicescape and other physical evidence -- 9. People as strategy: managing service personnel -- 10. People as strategy: managing service consumers -- Part 3 Implementing successful service strategies -- 11. The essentials of customer satisfaction measurement -- 12. Service quality: identifying and rectifying the gaps -- 13. managing service failures and implementing effective recovery strategies -- 14. Strategies for facilitating customer loyalty and retension -- 15.Pulling the pieces together: creating a world-class service culture. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"The primary objective of Understanding Services Marketing is to provide materials that not only introduce the student to the field of service marketing, but also acquaint the student with specific customer service issues. In addition to traditional business knowledge, the business world now demands increasing employee competence in developing effective service processes, constructing meaningful servicescapes, customer satisfaction and service quality measurement, as well as service recovery skills that are essential in growing and sustaining the existing customer base." --Preface |
| 521 ## - TARGET AUDIENCE NOTE |
|---|
| Target audience note |
Adult |
| 541 ## - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Source of acquisition |
Donation |
| Deans/Chairperson |
Biore, Christopher |
| Department |
College of Business and Accountancy |
| Subject Category |
Business / Management |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
Text in English |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service management. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hoffman, K. Douglas, |
| Relator term |
author. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Type of record |
Book |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Encoded by |
Janna [new] |
| Date encoded |
01/28/2026 |
