Handbook of Services Marketing and Management
Editat de Teresa A. Swartz, Dawn Iacobuccien Limba Engleză Paperback – 17 ian 2000
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Specificații
ISBN-13: 9780761916123
ISBN-10: 0761916121
Pagini: 536
Dimensiuni: 178 x 254 x 30 mm
Greutate: 1.2 kg
Ediția:New.
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
ISBN-10: 0761916121
Pagini: 536
Dimensiuni: 178 x 254 x 30 mm
Greutate: 1.2 kg
Ediția:New.
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
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Recenzii
"This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics."
"This new handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings."
"This new handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings."
Cuprins
Introduction - Teresa A Swartz and Dawn Iacobucci
Services in the Village - Pierre Eiglier and Eric Langeard
Services Marketing Comes of Age - Christian Grönroos
PART ONE: SERVICES: THE SETTING
1: Environment/Performance
Services as Theater - Stephen J Grove, Raymond P Fisk and Joby John
Guidelines and Implications
The Servicescape - Mary Jo Bitner
Impression Management in Services Marketing - Kent Grayson and David Shulman
A Model of Aesthetic Value in the Servicescape - Janet Wagner
2: Technology/Participation
Self-Service and Technology - James G Barnes, Peter A Dunne and William J Glynn
Unanticipated and Unintended Effects on Customer Relationships
Technology in Service Delivery - Pratibha A Dabholkar
Implications for Self-Service and Service Support
Customer Participation in Services Production and Delivery - Amy Risch Rodie and Susan Schultz Kleine
Perceived Control and the Service Experience - John E G Bateson
PART TWO: SERVICES: DEMAND MANAGEMENT
Services and Seasonal Demand - Steven M Shugan and Sonja Radas
Waiting for Service - Shirley Taylor and Gordon Fullerton
Perceptions Management of the Wait Experience
Pricing the Service Offering - Paul J Kraus
An Integrative Perspective
PART THREE: EXCELLENCE AND PROFITABILITY
The Service Profit Chain - Roger Hallowell and Leonard A Schlesinger
Intellectual Roots, Current Realities and Future Prospects
Estimating the Return on Quality - Anthony J Zahorik, Roland T Rust and Timothy L Keiningham
Providing Insights into Profitable Investments in Service Quality
Customer Satisfaction with Service - Richard L Oliver
The Customer Satisfaction Index as a Leading Indicator - Eugene W Anderson and Claes Fornell
PART FOUR: SERVICE RECOVERY
Service Recovery - Stephen S Tax and Stephen W Brown
Research Insights and Practices
Complaining - Nancy Stephens
Service Guarantees - Amy L Ostrom and Christopher W L Hart
Research and Practice
PART FIVE: SERVICE RELATIONSHIPS
Relationship Marketing and Management - Paul G Patterson and Tony Ward
Antecedents and Consequences of Service Quality in Business-to-Business Services - Martin Wetzels, Ko de Ruyter and Jos Lemmink
Sources and Dimensions of Trust in Service Relationships - Devon S Johnson and Kent Grayson
Service Relationships, Pseudo-Relationships and Encounters - Barbara Gutek
Brand Switching and Loyalty for Services - Laurette Dubé and Stowe Shoemaker
Frequency Programs in Service Industries - John Deighton
Smart Services - Rashi Glazer
Competitive Advantage through Information-Intensive Strategies
PART SIX: SERVICES: THE FIRM
Functional Integration in Services - Christopher H Lovelock
Understanding the Links between Marketing, Operations and Human Resources
Shaping Service Cultures through Strategic Human Resource Management - David E Bowen, Benjamin Schneider and Sandra S Kim
Service Operations Management - Richard B Chase and Ray M Haynes
A Field Guide
Addressing Services Marketing Challenges through Franchising - James Cross and Bruce J Walker
Closing Observations - Dawn Iacobucci and Teresa A Swartz
Services in the Village - Pierre Eiglier and Eric Langeard
Services Marketing Comes of Age - Christian Grönroos
PART ONE: SERVICES: THE SETTING
1: Environment/Performance
Services as Theater - Stephen J Grove, Raymond P Fisk and Joby John
Guidelines and Implications
The Servicescape - Mary Jo Bitner
Impression Management in Services Marketing - Kent Grayson and David Shulman
A Model of Aesthetic Value in the Servicescape - Janet Wagner
2: Technology/Participation
Self-Service and Technology - James G Barnes, Peter A Dunne and William J Glynn
Unanticipated and Unintended Effects on Customer Relationships
Technology in Service Delivery - Pratibha A Dabholkar
Implications for Self-Service and Service Support
Customer Participation in Services Production and Delivery - Amy Risch Rodie and Susan Schultz Kleine
Perceived Control and the Service Experience - John E G Bateson
PART TWO: SERVICES: DEMAND MANAGEMENT
Services and Seasonal Demand - Steven M Shugan and Sonja Radas
Waiting for Service - Shirley Taylor and Gordon Fullerton
Perceptions Management of the Wait Experience
Pricing the Service Offering - Paul J Kraus
An Integrative Perspective
PART THREE: EXCELLENCE AND PROFITABILITY
The Service Profit Chain - Roger Hallowell and Leonard A Schlesinger
Intellectual Roots, Current Realities and Future Prospects
Estimating the Return on Quality - Anthony J Zahorik, Roland T Rust and Timothy L Keiningham
Providing Insights into Profitable Investments in Service Quality
Customer Satisfaction with Service - Richard L Oliver
The Customer Satisfaction Index as a Leading Indicator - Eugene W Anderson and Claes Fornell
PART FOUR: SERVICE RECOVERY
Service Recovery - Stephen S Tax and Stephen W Brown
Research Insights and Practices
Complaining - Nancy Stephens
Service Guarantees - Amy L Ostrom and Christopher W L Hart
Research and Practice
PART FIVE: SERVICE RELATIONSHIPS
Relationship Marketing and Management - Paul G Patterson and Tony Ward
Antecedents and Consequences of Service Quality in Business-to-Business Services - Martin Wetzels, Ko de Ruyter and Jos Lemmink
Sources and Dimensions of Trust in Service Relationships - Devon S Johnson and Kent Grayson
Service Relationships, Pseudo-Relationships and Encounters - Barbara Gutek
Brand Switching and Loyalty for Services - Laurette Dubé and Stowe Shoemaker
Frequency Programs in Service Industries - John Deighton
Smart Services - Rashi Glazer
Competitive Advantage through Information-Intensive Strategies
PART SIX: SERVICES: THE FIRM
Functional Integration in Services - Christopher H Lovelock
Understanding the Links between Marketing, Operations and Human Resources
Shaping Service Cultures through Strategic Human Resource Management - David E Bowen, Benjamin Schneider and Sandra S Kim
Service Operations Management - Richard B Chase and Ray M Haynes
A Field Guide
Addressing Services Marketing Challenges through Franchising - James Cross and Bruce J Walker
Closing Observations - Dawn Iacobucci and Teresa A Swartz
Descriere
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.