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Autor: Teresa A. Swartz
ISBN-13: 9781506332765
Einband: EPUB
Seiten: 536
Sprache: Englisch
eBook Typ: Adobe Digital Editions
eBook Format: EPUB
Kopierschutz: Adobe DRM [Hard-DRM]
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Handbook of Services Marketing and Management

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The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues.

A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
1
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues.
A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
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Introduction - Teresa A Swartz and Dawn IacobucciServices in the Village - Pierre Eiglier and Eric LangeardServices Marketing Comes of Age - Christian GrönroosPART ONE: SERVICES: THE SETTING1: Environment/PerformanceServices as Theater - Stephen J Grove, Raymond P Fisk and Joby John Guidelines and ImplicationsThe Servicescape - Mary Jo BitnerImpression Management in Services Marketing - Kent Grayson and David ShulmanA Model of Aesthetic Value in the Servicescape - Janet Wagner2: Technology/ParticipationSelf-Service and Technology - James G Barnes, Peter A Dunne and William J Glynn Unanticipated and Unintended Effects on Customer RelationshipsTechnology in Service Delivery - Pratibha A Dabholkar Implications for Self-Service and Service SupportCustomer Participation in Services Production and Delivery - Amy Risch Rodie and Susan Schultz KleinePerceived Control and the Service Experience - John E G BatesonPART TWO: SERVICES: DEMAND MANAGEMENTServices and Seasonal Demand - Steven M Shugan and Sonja RadasWaiting for Service - Shirley Taylor and Gordon Fullerton Perceptions Management of the Wait ExperiencePricing the Service Offering - Paul J Kraus An Integrative PerspectivePART THREE: EXCELLENCE AND PROFITABILITYThe Service Profit Chain - Roger Hallowell and Leonard A Schlesinger Intellectual Roots, Current Realities and Future ProspectsEstimating the Return on Quality - Anthony J Zahorik, Roland T Rust and Timothy L Keiningham Providing Insights into Profitable Investments in Service QualityCustomer Satisfaction with Service - Richard L OliverThe Customer Satisfaction Index as a Leading Indicator - Eugene W Anderson and Claes FornellPART FOUR: SERVICE RECOVERYService Recovery - Stephen S Tax and Stephen W Brown Research Insights and PracticesComplaining - Nancy StephensService Guarantees - Amy L Ostrom and Christopher W L Hart Research and PracticePART FIVE: SERVICE RELATIONSHIPSRelationship Marketing and Management - Paul G Patterson and Tony WardAntecedents and Consequences of Service Quality in Business-to-Business Services - Martin Wetzels, Ko de Ruyter and Jos LemminkSources and Dimensions of Trust in Service Relationships - Devon S Johnson and Kent GraysonService Relationships, Pseudo-Relationships and Encounters - Barbara GutekBrand Switching and Loyalty for Services - Laurette Dubé and Stowe ShoemakerFrequency Programs in Service Industries - John DeightonSmart Services - Rashi Glazer Competitive Advantage through Information-Intensive StrategiesPART SIX: SERVICES: THE FIRMFunctional Integration in Services - Christopher H Lovelock Understanding the Links between Marketing, Operations and Human ResourcesShaping Service Cultures through Strategic Human Resource Management - David E Bowen, Benjamin Schneider and Sandra S KimService Operations Management - Richard B Chase and Ray M Haynes A Field GuideAddressing Services Marketing Challenges through Franchising - James Cross and Bruce J WalkerClosing Observations - Dawn Iacobucci and Teresa A Swartz

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Autor: Teresa A. Swartz
ISBN-13:: 9781506332765
ISBN: 1506332765
Verlag: SAGE Publications
Seiten: 536
Sprache: Englisch
Auflage 1
Sonstiges: Ebook