rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Essentials of services marketing
  name:
    name part: Wirtz, Jochen
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: Chew, Patricia
    role:
      role term: author
  name:
    name part: Lovelock, Christopher H.
    role:
      role term: author
  type of resource: text
  origin info:
    place:
      place term: si
    date issued: 2013
    edition: Second edition
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xxxv, 679 pages : some colour illustrations ; 27 cm.
  table of contents: 1. Introducing to service marketing -- 2. Consumer behavior in aservices context -- 3. Positioning services in competitive markets -- 4. Developing service products : core and supplementary elements -- 5. Distributing services through physical and electronic channels -- 6. Setting prices and implementing revenue management -- 7. Promoting services and educating customers -- 8. Designing and managing service processes -- 9. Balancing demand and capacity -- 10. Crafting the service environment -- 11. Managing people for service advantage -- 12. Managing relationships and building loyalty -- 13. Complaint handling and service recovery -- 14. Improving service quality and productivity -- 15. Organizing for service leadership
  note: Christopher Lovelock, Jochen Wirtz, Patricia Chew
  subject:
    topic: Service industries
    topic: Marketing
  classification: HD9980.5 .W57 2013
  identifier: 9789810686185
  record info:
    record content source: UniSZA
    record creation date: 130530
    record change date: 20200723093000.0
    record identifier: 0000083502