| 000 -LEADER |
|---|
| fixed length control field |
03516nam a22003737a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20260901095135.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
260901b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781266287152 [paperback] |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
University of Cebu-Banilad |
| Transcribing agency |
University of Cebu-Banilad |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Zeithaml, Valarie A., |
| Relator term |
author. |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Service marketing : |
| Remainder of title |
integrating customers focus across the firm / |
| Statement of responsibility, etc |
by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler, and Martin Mende. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
Eighth edition ; International edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
New York, NY : |
| Name of publisher, distributor, etc |
McGraw Hill LLC, |
| Date of publication, distribution, etc |
c2024. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxvi, 531 pages : |
| Other physical details |
colored illustrations ; |
| Dimensions |
25 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 and index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: Part 1 Foundations for service marketing -- Chapter 1 Introduction to services -- Chapter 2 Conceptual framework of the book: the gaps model of service quality -- Part 2 Focus on the customer -- Chapter 3 Customer expectations of service -- Chapter 4 Customer perceptions of service -- Part 3 Understanding customer requirements -- Chapter 5 Listening to customers through research -- Chapter 6 Managing customer relationships -- Chapter 7 Service recovery -- Part 4 Aligning service design and standards -- Chapter 8 Service innovation and design -- Chapter 9 Customer-defined service standards -- Chapter 10 Physical evidence and the servicescape -- Part 5 Delivering and performing service -- Chapter 11 Employees' roles in service -- Chapter 12 Customer's roles in service -- Chapter 13 Managing demand and capacity -- Part 6 Managing service promises -- Chapter 14 Integrated service marketing communications -- Chapter 15 Pricing services -- Part 7 Service trends: AI, robotics, and the bottom line -- Chapter 16 Artificial intelligence and robotics in service -- Chapter 17 The financial and economic impact of service. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"Zeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future.<br/><br/>Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers. • Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries. • New chapter on "Artificial Intelligence and Service Robotics" and the implications for service marketing. • New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service. • McGraw Hill’s Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting critical thinking and application skills development. " --Provided by the publisher |
| 521 ## - TARGET AUDIENCE NOTE |
|---|
| Target audience note |
Adult |
| 541 ## - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Source of acquisition |
Purchased |
| 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 industries |
| General subdivision |
Marketing. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bitner, Mary Jo, |
| Relator term |
author. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gremler, Dwayne D., |
| Relator term |
author. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Mende, Martin, |
| 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 |
09/01/2026 |
