Service excellence : (Record no. 74236)

MARC details
000 -LEADER
fixed length control field 04087nam a2200673 i 4500
001 - CONTROL NUMBER
control field 11206121
003 - CONTROL NUMBER IDENTIFIER
control field CaPaEBR
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20241023114844.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
fixed length control field m eo d
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cn |||m|||a
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 160512s2016 nyu foab 001 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781631573729
Qualifying information
035 ## - SYSTEM CONTROL NUMBER
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 CaBNVSL
Modifying agency CaBNVSL
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.5
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Bolton, Ruth N.
Fuller form of name (Ruth Nancy),
Relator term
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.
264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Place of production, publication, distribution, manufacture New York, New York (222 East 46th Street, New York, NY 10017) :
Name of producer, publisher, distributor, manufacturer Business Expert Press,
Date of production, publication, distribution, manufacture, or copyright notice [(c)2016.]
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (vi, 204 pages)
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
347 ## - DIGITAL FILE CHARACTERISTICS
File type data file
Source rda
490 1# - SERIES STATEMENT
Series statement Marketing strategy collection,
ISBN 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
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note 1. A service-centered view of the customer experience --
Title 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 ## - 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 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION COPYRIGHT NOT covered - Click this link to request copyright permission:
Uniform Resource Identifier <a href="b">b</a>
530 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION
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.
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
655 #0 - INDEX TERM--GENRE/FORM
Genre/form data or focus term [genre]
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
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000479.html">https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000479.html</a>
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme Library of Congress Classification
Usage before 2021-2022 CIU
Koha item type Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)
VENDOR Business Expert Press
LOCATION ONLINE
Barecode BEP11206121
902 ## - LOCAL DATA ELEMENT B, LDB (RLIN)
c 1
d Cynthia Snell
Holdings
Withdrawn status Lost status Damaged status Not for loan Collection Home library Current library Shelving location Date acquired Source of acquisition Total Checkouts Full call number Barcode Date last seen Uniform Resource Identifier Price effective from Koha item type Source of classification or shelving scheme
        Non-fiction G. Allen Fleece Library G. Allen Fleece Library   03/20/2023 Business Expert Press   HF5415.5 11206121 03/20/2023 https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000479.html 03/20/2023 Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)  
          G. Allen Fleece Library G. Allen Fleece Library ONLINE 10/23/2024 Business Expert Press   HF5415.5 BEP11206121 10/23/2024 https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000479.html 10/23/2024 Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Library of Congress Classification