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Advances in Services Marketing and Management de Teresa A. Swartz

Advances in Services Marketing and Management: Advances in Services Marketing and Management

Autor Teresa A. Swartz, David E. Bowen, Stephen W. Brown
en Limba Engleză Hardback – 13 mai 1996
Part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.
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Specificații

ISBN-13: 9780762300099
ISBN-10: 0762300094
Pagini: 388
Dimensiuni: 155 x 234 x 559 mm
Greutate: 0.72 kg
Editura: Emerald Publishing
Seria Advances in Services Marketing and Management

Locul publicării:Netherlands

Cuprins

List of contributors. Preface (T.A. Swart et a.). Acknowledgment. About the Center for Services Marketing and Management. Executive Summaries. Services: what do we know and where shall we go? A view from marketing (D. Iacobucci). The service quality measurement literature: a generalizability perspective (A. Finn, U. Kayandé). Why would certain types of in-process negative emotions increase post-purchase consumer satisfaction with services? Insights from an interpersonal view of emotions (L. Dubé, K. Menon). Service disposition and personality: a review and a classification scheme for understanding where service disposition has an effect on customers (R.F. Hurley). Toward a unifying framework for studying internal market services exchange (J.R. Ronchetto, T.A. Buckles). The strategic course for a dynamic new service: identity and the divergent beliefs of managers (M.B. Houston et al.). Gaining customer compliance in services (S. Dellande, M.C. Gilly). Psychological empowerment in a service environment: some empirical findings (B. Van Looy et al.). About the editors. About the contributors.