MARC details
| 000 -LEADER |
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| fixed length control field |
03982nam a2200637 i 4500 |
| 001 - CONTROL NUMBER |
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| control field |
ebr11206121 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
CaPaEBR |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20191211020005.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
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| fixed length control field |
m eo d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr cn |||m|||a |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
160512s2016 nyu foab 001 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781631573729 |
| Qualifying information |
e-book |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9781631573712 |
| Qualifying information |
paperback |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(EBC)4508881 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)947084405 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(CaBNVSL)swl00406481 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
CaBNVSL |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
DUL |
| Modifying agency |
jkimani |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bolton, Ruth N. |
| Fuller form of name |
(Ruth Nancy), |
| Relator term |
author. |
| 9 (RLIN) |
3775 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Service excellence : |
| Remainder of title |
creating customer experiences that build relationships / |
| Statement of responsibility, etc. |
Ruth N. Bolton. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
First edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
New York, New York (222 East 46th Street, New York, NY 10017) : |
| Name of publisher, distributor, etc. |
Business Expert Press, |
| Date of publication, distribution, etc. |
2016. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
1 online resource (vi, 204 pages) |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
computer |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
online resource |
| Source |
rdacarrier |
| 490 1# - SERIES STATEMENT |
|---|
| Series statement |
Marketing strategy collection, |
| International Standard Serial Number |
2150-9662 |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Co-published with Center for Services Leadership (CSL) at Arizona State University. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references (pages 181-195) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and profitability -- 6. Customer-focused innovation -- 7. Service design and multichannel management -- 8. Managing partners, people, and physical evidence -- 9. Globalization: learning to tailor the customer experience to new markets -- References -- Index. |
| 506 1# - RESTRICTIONS ON ACCESS NOTE |
|---|
| Terms governing access |
Access restricted to authorized users and institutions. |
| 520 3# - SUMMARY, ETC. |
|---|
| Summary, etc. |
Service has a unique ability to create experiences that build profitable relationships with customers. Based on a service-centered perspective, this book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers coproduce and cocreate their experiences, and how these activities influence business revenues and costs. Customer Experience refers to the sensory, cognitive, emotional, social, and behavioral dimensions of all activities that connect the customer and the organization over time across touchpoints and channels. It encompasses all activities involving the customer where the organization is the focal object, including prepurchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how customer-focused service strategies generate cash flows, including the role of pricing. |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE |
|---|
| Additional physical form available note |
Also available in print. |
| 538 ## - SYSTEM DETAILS NOTE |
|---|
| System details note |
Mode of access: World Wide Web. |
| 538 ## - SYSTEM DETAILS NOTE |
|---|
| System details note |
System requirements: Adobe Acrobat reader. |
| 588 ## - SOURCE OF DESCRIPTION NOTE |
|---|
| Source of description note |
Title from PDF title page (viewed on May 12, 2016). |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services. |
| 9 (RLIN) |
3776 |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
big data |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
business analytics |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
cocreation |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer equity |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer experience |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer journey |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer lifetime value |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
customer retention |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
design |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
digital media |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
innovation |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
loyalty |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
relationship |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
satisfaction |
| 653 ## - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
service |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Print version: |
| International Standard Book Number |
9781631573712 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE |
|---|
| Uniform title |
Marketing strategy collection. |
| International Standard Serial Number |
2150-9662 |
| 9 (RLIN) |
3777 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="http://site.ebrary.com/lib/daystar/Doc?id=11206121">http://site.ebrary.com/lib/daystar/Doc?id=11206121</a> |
| Public note |
An electronic book accessible through the World Wide Web; click to view |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
General Collection item |
| Classification part |
HF5415.5 |
| Item part |
.B66 |
| Call number suffix |
2016 |
| Koha issues (borrowed), all copies |
10 |