Verfügbarkeit: Services marketing

Services marketing: people, technology, strategy

Gespeichert in:

Bibliographische Detailangaben
Hauptverfasser:	Lovelock, Christopher H. 1940-2008 (VerfasserIn), Wirtz, Jochen (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Upper Saddle River, NJ Pearson,Prentice Hall 2007
Ausgabe:	6. ed, internat. ed.
Schlagworte:	Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector Marketing Customer services > Marketing Marketing > Management Professions > Marketing Service industries > Marketing Marktsegmentierung Dienstleistungssektor Markterschließung Marketing-Mix Dienstleistungsbetrieb Dienstleistung Lehrbuch
Online-Zugang:	Inhaltsverzeichnis Inhaltsverzeichnis Inhaltsverzeichnis
Beschreibung:	Includes bibliographical references and index
Beschreibung:	XX, 648 S. Ill., graph. Darst.
ISBN:	0132056763

Internformat

MARC


LEADER	00000nam a2200000 c 4500
001	BV035226647
003	DE-604
005	20121011
007	t
008	081222s2007 ad\|\| \|\|\|\| 00\|\|\| eng d
020			\|a 0132056763 \|c alk. paper \|9 0-13-205676-3
035			\|a (OCoLC)70698948
035			\|a (DE-599)GBV515026328
040			\|a DE-604 \|b ger \|e aacr
041	0		\|a eng
049			\|a DE-N2 \|a DE-91G
050		0	\|a HF5415.13
082	0		\|a 658.8 \|2 22
082	0		\|a 658.8
084			\|a QP 600 \|0 (DE-625)141905: \|2 rvk
084			\|a QQ 250 \|0 (DE-625)141969: \|2 rvk
084			\|a QR 560 \|0 (DE-625)142061: \|2 rvk
084			\|a WIR 935f \|2 stub
084			\|a WIR 810f \|2 stub
100	1		\|a Lovelock, Christopher H. \|d 1940-2008 \|e Verfasser \|0 (DE-588)133426262 \|4 aut
245	1	0	\|a Services marketing \|b people, technology, strategy \|c Christopher Lovelock ; Jochen Wirtz
250			\|a 6. ed, internat. ed.
264		1	\|a Upper Saddle River, NJ \|b Pearson,Prentice Hall \|c 2007
300			\|a XX, 648 S. \|b Ill., graph. Darst.
336			\|b txt \|2 rdacontent
337			\|b n \|2 rdamedia
338			\|b nc \|2 rdacarrier
500			\|a Includes bibliographical references and index
650		0	\|a Marketing / Management
650		0	\|a Professions / Marketing
650		0	\|a Service industries / Marketing
650		0	\|a Customer services / Marketing
650		7	\|a Dienstensector \|2 gtt
650		7	\|a Marketing \|2 gtt
650		4	\|a Customer services \|x Marketing
650		4	\|a Marketing \|x Management
650		4	\|a Professions \|x Marketing
650		4	\|a Service industries \|x Marketing
650	0	7	\|a Marktsegmentierung \|0 (DE-588)4037644-8 \|2 gnd \|9 rswk-swf
650	0	7	\|a Dienstleistungssektor \|0 (DE-588)4012183-5 \|2 gnd \|9 rswk-swf
650	0	7	\|a Markterschließung \|0 (DE-588)4114519-7 \|2 gnd \|9 rswk-swf
650	0	7	\|a Marketing \|0 (DE-588)4037589-4 \|2 gnd \|9 rswk-swf
650	0	7	\|a Marketing-Mix \|0 (DE-588)4168908-2 \|2 gnd \|9 rswk-swf
650	0	7	\|a Dienstleistungsbetrieb \|0 (DE-588)4012181-1 \|2 gnd \|9 rswk-swf
650	0	7	\|a Dienstleistung \|0 (DE-588)4012178-1 \|2 gnd \|9 rswk-swf
655		7	\|8 1\p \|0 (DE-588)4123623-3 \|a Lehrbuch \|2 gnd-content
689	0	0	\|a Dienstleistungssektor \|0 (DE-588)4012183-5 \|D s
689	0	1	\|a Marketing \|0 (DE-588)4037589-4 \|D s
689	0		\|5 DE-604
689	1	0	\|a Dienstleistung \|0 (DE-588)4012178-1 \|D s
689	1	1	\|a Marketing \|0 (DE-588)4037589-4 \|D s
689	1		\|8 2\p \|5 DE-604
689	2	0	\|a Dienstleistungsbetrieb \|0 (DE-588)4012181-1 \|D s
689	2	1	\|a Marketing \|0 (DE-588)4037589-4 \|D s
689	2		\|8 3\p \|5 DE-604
689	3	0	\|a Marketing-Mix \|0 (DE-588)4168908-2 \|D s
689	3		\|8 4\p \|5 DE-604
689	4	0	\|a Marktsegmentierung \|0 (DE-588)4037644-8 \|D s
689	4		\|8 5\p \|5 DE-604
689	5	0	\|a Markterschließung \|0 (DE-588)4114519-7 \|D s
689	5		\|8 6\p \|5 DE-604
700	1		\|a Wirtz, Jochen \|e Verfasser \|0 (DE-588)14257144X \|4 aut
856	4		\|u http://www.loc.gov/catdir/toc/ecip0618/2006024219.html \|z kostenfrei \|3 Inhaltsverzeichnis
856	4		\|m DE-605 \|q pdf/application \|u http://www.gbv.de/dms/hbz/toc/ht014860887.pdf \|x 2008-11-15 \|3 Inhaltsverzeichnis
856	4	2	\|m GBV Datenaustausch \|q application/pdf \|u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017032662&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA \|3 Inhaltsverzeichnis
999			\|a oai:aleph.bib-bvb.de:BVB01-017032662
883	1		\|8 1\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk
883	1		\|8 2\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk
883	1		\|8 3\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk
883	1		\|8 4\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk
883	1		\|8 5\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk
883	1		\|8 6\p \|a cgwrk \|d 20201028 \|q DE-101 \|u https://d-nb.info/provenance/plan#cgwrk

Datensatz im Suchindex

_version_	1804138492486221824
adam_text	SERVICES MARKETING PEOPLE, TECHNOLOGY, STRATEGY S I X T H E D I T I O N CHRISTOPHER LOVELOCK YALE UNIVERSITY JOCHEN WIRTZ NATIONAL UNIVERSITY OF SINGAPORE PEARSON PRENTICE HALL PEARSON EDUCATION INTERNATIONAL CONTENTS ABOUT THE CONTRIBUTORS OF THE READINGS AND CASES VII PREFACE XV PART I: UNDERSTANDING SERVICE MARKETS, PRODUCTS, AND CUSTOMERS 2 CHAPTER 1 NEW PERSPECTIVES ON MARKETING IN THE SERVICE ECONOMY 4 WHY STUDY SERVICES? 6 WHAT ARE SERVICES? 12 SERVICES POSE DISTINCTIVE MARKETING CHALLENGES 16 SERVICES REQUIRE AN EXPANDED MARKETING MIX 22 CHAPTER 2 CUSTOMER BEHAVIOR IN SERVICE ENCOUNTERS 32 DIFFERENCES AMONG SERVICES AFFECT CUSTOMER BEHAVIOR 33 CUSTOMER DECISION MAKING: THE THREE-STAGE MODEL OF SERVICE CONSUMPTION 38 THE PREPURCHASE STAGE 40 THE SERVICE ENCOUNTER STAGE 49 THE POST-ENCOUNTER STAGE 58 READING NICK WINGFIELD, IN A DIZZYING WORLD, ONE WAY TO KEEP UP: RENTING POSSESSIONS 64 PART II: BUILDING THE SERVICE MODEL 66 CHAPTER 3 DEVELOPING SERVICE CONCEPTS: CORE AND SUPPLEMENTARY ELEMENTS 68 PLANNING AND CREATING SERVICES 69 THE FLOWER OF SERVICE 77 PLANNING AND BRANDING SERVICE PRODUCTS 86 DEVELOPMENT OF NEW SERVICES 89 CHAPTER 4 DISTRIBUTING SERVICES THROUGH PHYSICAL AND ELECTRONIC CHANNELS 98 DISTRIBUTION IN A SERVICES CONTEXT 99 DETERMINING THE TYPE OF CONTACT: OPTIONS FOR SERVICE DELIVERY 100 PLACE AND TIME DECISIONS 103 DELIVERING SERVICES IN CYBERSPACE 107 THE ROLE OF INTERMEDIARIES 110 THE CHALLENGE OF DISTRIBUTION IN LARGE DOMESTIC MARKETS 112 DISTRIBUTING SERVICES INTERNATIONALLY 114 CHAPTER 5 EXPLORING BUSINESS MODELS: PRICING AND REVENUE MANAGEMENT 124 EFFECTIVE PRICING IS CENTRAL TO FINANCIAL SUCCESS 125 PRICING STRATEGY STANDS ON THREE LEGS 127 REVENUE MANAGEMENT: WHAT IT IS AND HOW IT WORKS 136 XI ETHICAL CONCERNS IN SERVICE PRICING 142 PUTTING SERVICE PRICING INTO PRACTICE 146 CHAPTER 6 EDUCATING CUSTOMERS AND PROMOTING THE VALUE PROPOSITION 154 THE ROLE OF MARKETING COMMUNICATION 155 COMMUNICATING SERVICES PRESENTS BOTH CHALLENGES AND OPPORTUNITIES 156 SETTING COMMUNICATION OBJECTIVES 163 THE MARKETING COMMUNICATIONS MIX 164 THE ROLE OF CORPORATE DESIGN 175 MARKETING COMMUNICATIONS AND THE INTERNET 176 CHAPTER 7 POSITIONING SERVICES IN COMPETITIVE MARKETS 184 FOCUS UNDERLIES THE SEARCH FOR COMPETITIVE ADVANTAGE 185 MARKET SEGMENTATION FORMS THE BASIS FOR FOCUSED STRATEGIES 187 SERVICE ATTRIBUTES AND LEVELS 188 POSITIONING DISTINGUISHES A BRAND FROM ITS COMPETITORS 191 INTERNAL, MARKET, AND COMPETITOR ANALYSES 196 USING POSITIONING MAPS TO PLOT COMPETITIVE STRATEGY 199 CHANGING COMPETITIVE POSITIONING 204 READINGS PROSENJIT DATTA AND GINA S. KRISHNAN, THE HEALTH TRAVELLERS 207 SHERYL E. KIMES AND RICHARD B. CHASE, THE STRATEGIC LEVERS OF YIELD MANAGEMENT 211 EMILY THORNTON, FEES! FEES! FEES! 220 JOHN H. ROBERTS, BEST PRACTICE: DEFENSIVE MARKETING: HOW A STRONG INCUMBENT CAN PROTECT ITS POSITION 225 PART III: MANAGING THE CUSTOMER INTERFACE 230 CHAPTER 8 DESIGNING AND MANAGING SERVICE PROCESSES 232 BLUEPRINTING SERVICES TO CREATE VALUED EXPERIENCES AND PRODUCTIVE OPERATIONS 233 SERVICE PROCESS REDESIGN 242 THE CUSTOMER AS CO-PRODUCER 245 DYSFUNCTIONAL CUSTOMER BEHAVIOR DISRUPTS SERVICE PROCESSES 250 CHAPTER 9 BALANCING DEMAND AND PRODUCTIVE CAPACITY 260 FLUCTUATIONS IN DEMAND THREATEN SERVICE PRODUCTIVITY 261 MANY SERVICE ORGANIZATIONS ARE CAPACITY-CONSTRAINED 262 PATTERNS AND DETERMINANTS OF DEMAND 266 DEMAND LEVELS CAN BE MANAGED 268 INVENTORY DEMAND THROUGH WAITING LINES AND RESERVATIONS 273 MINIMIZE PERCEPTIONS OF WAITING TIME 279 CREATE AN EFFECTIVE RESERVATIONS SYSTEM 281 CHAPTER 10 CRAFTING THE SERVICE ENVIRONMENT 288 WHAT IS THE PURPOSE OF SERVICE ENVIRONMENTS? 289 UNDERSTANDING CONSUMER RESPONSES TO SERVICE ENVIRONMENTS 291 DIMENSIONS OF THE SERVICE ENVIRONMENT 295 PUTTING IT ALL TOGETHER 304 XII CONTENTS CHAPTER 11 MANAGING PEOPLE FOR SERVICE ADVANTAGE 310 SERVICE EMPLOYEES ARE CRUCIALLY IMPORTANT 311 FRONT-LINE WORK IS DIFFICULT AND STRESSFUL 313 CYCLES OF FAILURE, MEDIOCRITY, AND SUCCESS 316 HUMAN RESOURCES MANAGEMENTHOW TO GET IT RIGHT 321 SERVICE LEADERSHIP AND CULTURE 335 READINGS LOIZOS HERACLEOUS, JOCHEN WIRTZ, AND ROBERT JOHNSTON, KUNG-FU SERVICE DEVELOPMENT AT SINGAPORE AIRLINES 342 KEITH A. GILSON AND DEEPAK K. KHANDELWAL, GETTING MORE FROM CALL CENTERS: USED PROPERLY, THEY CAN BE STRATEGIC ASSETS 346 STEPHAN H. HAECKEL, LEWIS P. CARBONE, AND LEONARD L. BERRY, HOW TO LEAD THE CUSTOMER EXPERIENCE 352 PART IV: IMPLEMENTING PROFITABLE SERVICE STRATEGIES 356 CHAPTER 12 MANAGING RELATIONSHIPS AND BUILDING LOYALTY 358 THE SEARCH FOR CUSTOMER LOYALTY 359 UNDERSTANDING THE CUSTOMER-FIRM RELATIONSHIP 363 THE WHEEL OF LOYALTY 365 BUILDING A FOUNDATION FOR LOYALTY 366 CREATING LOYALTY BONDS 373 STRATEGIES FOR REDUCING CUSTOMER DEFECTIONS 379 CRM: CUSTOMER RELATIONSHIP MANAGEMENT 381 CHAPTER 13 ACHIEVING SERVICE RECOVERY AND OBTAINING CUSTOMER FEEDBACK 390 CUSTOMER COMPLAINING BEHAVIOR 391 CUSTOMER RESPONSES TO EFFECTIVE SERVICE RECOVERY 394 PRINCIPLES OF EFFECTIVE SERVICE RECOVERY SYSTEMS 397 SERVICE GUARANTEES 400 DISCOURAGING ABUSE AND OPPORTUNISTIC BEHAVIOR 405 LEARNING FROM CUSTOMER FEEDBACK 406 CHAPTER 14 IMPROVING SERVICE QUALITY AND PRODUCTIVITY 416 INTEGRATING SERVICE QUALITY AND PRODUCTIVITY STRATEGIES 417 WHAT IS SERVICE QUALITY? 418 THE GAPS MODELA CONCEPTUAL TOOL TO IDENTIFY AND CORRECT SERVICE QUALITY PROBLEMS 424 MEASURING AND IMPROVING SERVICE QUALITY 425 DEFINING AND MEASURING PRODUCTIVITY 433 IMPROVING SERVICE PRODUCTIVITY 435 APPENDIX 442 CHAPTER 15 ORGANIZING FOR CHANGE MANAGEMENT AND SERVICE LEADERSHIP 446 EFFECTIVE MARKETING LIES AT THE HEART OF VALUE CREATION 447 INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES 450 CREATING A LEADING SERVICE ORGANIZATION 452 IN SEARCH OF HUMAN LEADERSHIP 456 CHANGE MANAGEMENT 462 CONTENTS XIII READINGS DIANE BRADY, WHY SERVICE STINKS 471 LEONARD L. BERRY, VENKATESH SHANKAR, JANET TURNER PARISH, SUSAN CADWALLADER, AND THOMAS DOTZEL, CREATING NEW MARKETS THROUGH SERVICE INNOVATION 478 FREDERICK F. REICHHELD, THE ONE NUMBER YOU NEED TO GROW 485 CASES 1. SUSAN MUNRO, SERVICE CONSUMER 492 2. FOUR CUSTOMERS IN SEARCH OF SOLUTIONS 494 3. DR. BECKETT S DENTAL OFFICE 495 4. STARBUCKS: DELIVERING CUSTOMER SERVICE 498 5. GIORDANO: POSITIONING FOR INTERNATIONAL EXPANSION 511 6. AUSSIE POOCH MOBILE 520 7. JOLLIBEE FOODS CORPORATION 532 8. THE ACCRA BEACH HOTEL 540 9. SULLIVAN FORD AUTO WORLD 545 10. COMPUMENTOR AND THE DISCOUNTECH.ORG SERVICE 550 11. DR. MAHALEE GOES TO LONDON 567 12. MENTONBANK 569 13. RED LOBSTER 577 14. HILTON HHONORS WORLDWIDE: LOYALTY WARS 579 15. THE ACCELLION SERVICE GUARANTEE 590 16. SHOULDICE HOSPITAL LIMITED (ABRIDGED) 592 17. MASSACHUSETTS AUDUBON SOCIETY 602 18. TLCONTACT: CAREPAGES SERVICE (A) 616 GLOSSARY 626 CREDITS 633 NAME INDEX 636 SUBJECT INDEX 642 XIV CONTENTS
any_adam_object	1
author	Lovelock, Christopher H. 1940-2008 Wirtz, Jochen
author_GND	(DE-588)133426262 (DE-588)14257144X
author_facet	Lovelock, Christopher H. 1940-2008 Wirtz, Jochen
author_role	aut aut
author_sort	Lovelock, Christopher H. 1940-2008
author_variant	c h l ch chl j w jw
building	Verbundindex
bvnumber	BV035226647
callnumber-first	H - Social Science
callnumber-label	HF5415
callnumber-raw	HF5415.13
callnumber-search	HF5415.13
callnumber-sort	HF 45415.13
callnumber-subject	HF - Commerce
classification_rvk	QP 600 QQ 250 QR 560
classification_tum	WIR 935f WIR 810f
ctrlnum	(OCoLC)70698948 (DE-599)GBV515026328
dewey-full	658.8
dewey-hundreds	600 - Technology (Applied sciences)
dewey-ones	658 - General management
dewey-raw	658.8
dewey-search	658.8
dewey-sort	3658.8
dewey-tens	650 - Management and auxiliary services
discipline	Wirtschaftswissenschaften
edition	6. ed, internat. ed.
format	Book
fullrecord	<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03827nam a2200889 c 4500</leader><controlfield tag="001">BV035226647</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20121011 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">081222s2007 ad\|\| \|\|\|\| 00\|\|\| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0132056763</subfield><subfield code="c">alk. paper</subfield><subfield code="9">0-13-205676-3</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)70698948</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)GBV515026328</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-N2</subfield><subfield code="a">DE-91G</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.13</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8</subfield><subfield code="2">22</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 600</subfield><subfield code="0">(DE-625)141905:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QQ 250</subfield><subfield code="0">(DE-625)141969:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QR 560</subfield><subfield code="0">(DE-625)142061:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">WIR 935f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">WIR 810f</subfield><subfield code="2">stub</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Lovelock, Christopher H.</subfield><subfield code="d">1940-2008</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)133426262</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Services marketing</subfield><subfield code="b">people, technology, strategy</subfield><subfield code="c">Christopher Lovelock ; Jochen Wirtz</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">6. ed, internat. ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Upper Saddle River, NJ</subfield><subfield code="b">Pearson,Prentice Hall</subfield><subfield code="c">2007</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XX, 648 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Marketing / Management</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Professions / Marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Service industries / Marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="0"><subfield code="a">Customer services / Marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Dienstensector</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Marketing</subfield><subfield code="2">gtt</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield><subfield code="x">Marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Marketing</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Professions</subfield><subfield code="x">Marketing</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Service industries</subfield><subfield code="x">Marketing</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Marktsegmentierung</subfield><subfield code="0">(DE-588)4037644-8</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistungssektor</subfield><subfield code="0">(DE-588)4012183-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Markterschließung</subfield><subfield code="0">(DE-588)4114519-7</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Marketing-Mix</subfield><subfield code="0">(DE-588)4168908-2</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="8">1\p</subfield><subfield code="0">(DE-588)4123623-3</subfield><subfield code="a">Lehrbuch</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Dienstleistungssektor</subfield><subfield code="0">(DE-588)4012183-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="1" ind2="0"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2="1"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2=" "><subfield code="8">2\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="2" ind2="0"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="2" ind2="1"><subfield code="a">Marketing</subfield><subfield code="0">(DE-588)4037589-4</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="2" ind2=" "><subfield code="8">3\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="3" ind2="0"><subfield code="a">Marketing-Mix</subfield><subfield code="0">(DE-588)4168908-2</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="3" ind2=" "><subfield code="8">4\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="4" ind2="0"><subfield code="a">Marktsegmentierung</subfield><subfield code="0">(DE-588)4037644-8</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="4" ind2=" "><subfield code="8">5\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="5" ind2="0"><subfield code="a">Markterschließung</subfield><subfield code="0">(DE-588)4114519-7</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="5" ind2=" "><subfield code="8">6\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Wirtz, Jochen</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)14257144X</subfield><subfield code="4">aut</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="u">http://www.loc.gov/catdir/toc/ecip0618/2006024219.html</subfield><subfield code="z">kostenfrei</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="m">DE-605</subfield><subfield code="q">pdf/application</subfield><subfield code="u">http://www.gbv.de/dms/hbz/toc/ht014860887.pdf</subfield><subfield code="x">2008-11-15</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">GBV Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017032662&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-017032662</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">1\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">2\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">3\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">4\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">5\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">6\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield></record></collection>
genre	1\p (DE-588)4123623-3 Lehrbuch gnd-content
genre_facet	Lehrbuch
id	DE-604.BV035226647
illustrated	Illustrated
indexdate	2024-07-09T21:29:03Z
institution	BVB
isbn	0132056763
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-017032662
oclc_num	70698948
open_access_boolean	1
owner	DE-N2 DE-91G DE-BY-TUM
owner_facet	DE-N2 DE-91G DE-BY-TUM
physical	XX, 648 S. Ill., graph. Darst.
publishDate	2007
publishDateSearch	2007
publishDateSort	2007
publisher	Pearson,Prentice Hall
record_format	marc
spelling	Lovelock, Christopher H. 1940-2008 Verfasser (DE-588)133426262 aut Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz 6. ed, internat. ed. Upper Saddle River, NJ Pearson,Prentice Hall 2007 XX, 648 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector gtt Marketing gtt Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung (DE-588)4037644-8 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Markterschließung (DE-588)4114519-7 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Marketing-Mix (DE-588)4168908-2 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf 1\p (DE-588)4123623-3 Lehrbuch gnd-content Dienstleistungssektor (DE-588)4012183-5 s Marketing (DE-588)4037589-4 s DE-604 Dienstleistung (DE-588)4012178-1 s 2\p DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s 3\p DE-604 Marketing-Mix (DE-588)4168908-2 s 4\p DE-604 Marktsegmentierung (DE-588)4037644-8 s 5\p DE-604 Markterschließung (DE-588)4114519-7 s 6\p DE-604 Wirtz, Jochen Verfasser (DE-588)14257144X aut http://www.loc.gov/catdir/toc/ecip0618/2006024219.html kostenfrei Inhaltsverzeichnis DE-605 pdf/application http://www.gbv.de/dms/hbz/toc/ht014860887.pdf 2008-11-15 Inhaltsverzeichnis GBV Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017032662&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 3\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 4\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 5\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 6\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk
spellingShingle	Lovelock, Christopher H. 1940-2008 Wirtz, Jochen Services marketing people, technology, strategy Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector gtt Marketing gtt Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung (DE-588)4037644-8 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Marketing (DE-588)4037589-4 gnd Marketing-Mix (DE-588)4168908-2 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistung (DE-588)4012178-1 gnd
subject_GND	(DE-588)4037644-8 (DE-588)4012183-5 (DE-588)4114519-7 (DE-588)4037589-4 (DE-588)4168908-2 (DE-588)4012181-1 (DE-588)4012178-1 (DE-588)4123623-3
title	Services marketing people, technology, strategy
title_auth	Services marketing people, technology, strategy
title_exact_search	Services marketing people, technology, strategy
title_full	Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz
title_fullStr	Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz
title_full_unstemmed	Services marketing people, technology, strategy Christopher Lovelock ; Jochen Wirtz
title_short	Services marketing
title_sort	services marketing people technology strategy
title_sub	people, technology, strategy
topic	Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector gtt Marketing gtt Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung (DE-588)4037644-8 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Markterschließung (DE-588)4114519-7 gnd Marketing (DE-588)4037589-4 gnd Marketing-Mix (DE-588)4168908-2 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Dienstleistung (DE-588)4012178-1 gnd
topic_facet	Marketing / Management Professions / Marketing Service industries / Marketing Customer services / Marketing Dienstensector Marketing Customer services Marketing Marketing Management Professions Marketing Service industries Marketing Marktsegmentierung Dienstleistungssektor Markterschließung Marketing-Mix Dienstleistungsbetrieb Dienstleistung Lehrbuch
url	http://www.loc.gov/catdir/toc/ecip0618/2006024219.html http://www.gbv.de/dms/hbz/toc/ht014860887.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017032662&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT lovelockchristopherh servicesmarketingpeopletechnologystrategy AT wirtzjochen servicesmarketingpeopletechnologystrategy

Verfügbarkeit

Es ist kein Print-Exemplar vorhanden.

Fernleihe Bestellen Achtung: Nicht im THWS-Bestand! Inhaltsverzeichnis
Inhaltsverzeichnis
Inhaltsverzeichnis

MARC

Datensatz im Suchindex

Es ist kein Print-Exemplar vorhanden.

Ähnliche Einträge