Customer service marketing : (Record no. 366259)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01960nam a22002297a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | 0 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240919095959.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 240919b xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780367208936 |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF 5415.5 |
| Item number | .T67 2023 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Torres, Edwin N., |
| Relator term | author. |
| 245 ## - TITLE STATEMENT | |
| Title | Customer service marketing : |
| Remainder of title | managing the customer experience / |
| Statement of responsibility, etc | Edwin N. Torres and Tingting Zhang. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New York, NY : |
| Name of publisher, distributor, etc | Routledge, |
| Date of publication, distribution, etc | 2023. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | x, 277 p. : |
| Other physical details | col. ill. ; |
| Dimensions | 25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | "This timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real life applications through examples from business enterprises in various service sectors including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, finance. The book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization's servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing"-- Provided by publisher. |
| 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 | Consumer satisfaction. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Marketing. |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Zhang, Tingting, |
| Relator term | author. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Sub Shelving location | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | College Library | College Library | Reserve Section | 09/19/2024 | Library Fund | HF 5415.5 .T67 2023 | C23412 | 09/19/2024 | 09/19/2024 | Books |