Service Marketing: SAGE Library in Marketing
Editat de Steve Baronen Limba Engleză Hardback – 29 sep 2010
Volume One: The Development of Ideas for the Marketing of Services describes the evolutionary stages of research that established the credibility of services marketing.
Volume Two: The Creation of the Sub-Discipline of Services Marketing covers the period in which service marketing became recognised as a sub-discipline of marketing, with its own boundaries and debates.
Volume Three: A Focus on Customer Experience and the Changing Roles of Customers and Consumers discusses the scholarship of the late twentieth-century which started to foreshadow changing consumer experiences brought about by technology.
Volume Four: Towards a Unifying Marketing Approach through Service treats the service-dominant logic of marketing with a focus on the debates seeking to eliminate the division between business-to-business marketing and business-to-consumer marketing.
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Specificații
ISBN-13: 9781849205740
ISBN-10: 1849205744
Pagini: 1696
Dimensiuni: 156 x 234 mm
Greutate: 3.18 kg
Ediția:Four-Volume Set
Editura: SAGE Publications
Colecția Sage Publications Ltd
Seria SAGE Library in Marketing
Locul publicării:London, United Kingdom
ISBN-10: 1849205744
Pagini: 1696
Dimensiuni: 156 x 234 mm
Greutate: 3.18 kg
Ediția:Four-Volume Set
Editura: SAGE Publications
Colecția Sage Publications Ltd
Seria SAGE Library in Marketing
Locul publicării:London, United Kingdom
Cuprins
VOLUME ONE: THE DEVELOPMENT OF IDEAS FOR THE MARKETING OF SERVICES
What is Meant by Services? - J.M. Rathmell
The Marketing of Services: An Approach - K.J. Blois
Breaking Free from Product Marketing - Shostack, G.L.
A Service-Orientated Approach to Marketing of Services - C.A. Grönroos
Look to Customers to Increase Productivity - C.H. Lovelock and R.F. Young
A Paradigm for Developing Better Measures of Marketing Constructs - G.A. Churchill, Jr.
Growth Strategies for Service Firms - J.M. Carman and E. Langeard
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions - R.L. Oliver
The Customer Contact Approach to Services: Theoretical bases and practical extensions - R.B. Chase
The Experiential Aspects of Consumption: Consumer fantasies, feelings and fun - M.B. Holbrook and E.C. Hirschman
Classifying Services to Gain Strategic Marketing Insights - C.H. Lovelock
A Service Quality Model and its Marketing Implications - C.A. Grönroos
Designing Services That Deliver - G.L. Shostack
A Conceptual Model of Service Quality and Its Implications for Future Research - A. Parasuraman, V.A. Zeithaml and L.L Berry
Self-service Consumer: An exploratory study - J.E.G. Bateson
A Role Theory Perspective on Dyadic Interactions: The service encounter - M.R. Solomon, C. Surprenant, J.A. Czepiel and E.G. Gutman
Students are Important Consumers: Assessing satisfaction in a higher education context - J.S. Conant, J.J. Brown and M.P. Mokwa
Customers as Human Resources in Service Organizations - D.E. Bowen
The New Marketing-Developing Long-Term Interactive Relationships - E. Gummesson
The Development and Emergence of Services Marketing Thought - S.W. Brown, R.P. Fisk and M.J. Bitner
The Future of Services Marketing: Forecasts from ten service experts - S.J. Grove, R.P. Fisk and J. John
VOLUME TWO: THE CREATION OF THE SUB-DISCIPLINE OF SERVICES MARKETING
Service Positioning Through Structural Change - G.L. Shostack
SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality - A. Parasuraman, V.A. Zeithaml and L.L. Berry
Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence - V.A. Zeithaml
Compatibility Management: Customer-to-Customer Relationships in Service Environments - C.L. Martin and C.A. Pranter
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - M.J. Bitner, B.H. Booms and M.S. Tetreault
Defining and Measuring the Quality of Customer Service - B.R. Lewis and V.W. Mitchell
The Profitable Art of Service Recovery - C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr.
Technology, Design and Service Quality - J. Kingman-Brundage
Servicescapes: The impact of physical surroundings on customers and employees - M.J. Bitner
The Service Experience as Theater - S.J. Grove and R.P. Fisk
The Empowerment of Service Workers: What, why, how and when - D.E. Bowen and E.E. Lawler
Service Management: An Evaluation and the Future - E. Gummesson
The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management - M. Rafiq and P.K. Ahmed
The Commitment-Trust Theory of Relationship Marketing - R.M. Morgan and S.D. Hunt
Customer Loyalty: Toward an integrated conceptual framework - A.S. Dick and K. Basu
Putting the Service-Profit Chain to Work - J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger
Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm - C.A. Grönroos
The Importance of Servicescapes in Leisure Service Settings - K.L. Wakefield and J.G. Blodgett
Unacquainted Influencers: When strangers interact in the retail setting - M.A. McGrath and C. Otnes
Customers as Oral Participants in a Service Setting - K. Harris, S. Baron and J. Ratcliffe
SERVQUAL: Review, Critique, Research Agenda - F. Buttle
VOLUME THREE: A FOCUS ON CUSTOMER EXPERIENCE AND THE CHANGING ROLES OF CUSTOMERS AND CONSUMERS
Welcome to the Experience Economy - B.J. Pine II and J.H. Gilmore
Service Recovery Strategies for Single and Double Deviation Scenarios - R. Johnston and A. Fern
Self-Service Technologies: Understanding customer satisfaction with technology-based service encounters - M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner
Developing an eService Strategy - C. Voss
Retail Theater : The intended effect of the performance - S. Baron, K. Harris and R. Harris
Being in the Zone: Staging retail theater at ESPN zone Chicago - J.F. Sherry Jr., R.V. Kozinets, D. Storm, A. Duhachek, K. Nuttavuthisit and B. DeBerry-Spence
Customer Equity Management: Charting new directions for the future of marketing - J.E. Hogan, K.N. Lemon and R.T. Rust
Exploring Service Sabotage: The antecedents, types and consequences of frontline - L.C. Harris and E. Ogbonna
The Consequences of Dysfunctional Customer Behavior - L.C. Harris and K.L. Reynolds
The Professional Service Encounter in the Age of the Internet: An exploratory study - G. Hogg, A. Laing and D. Winkelman
Revisiting Consumption Experience: A more humble but complete view of the concept - A. Caru and B. Cova
Toward an Integrative Approach to Designing Service Experiences: Lessons learned from the theatre - F.I. Stuart and S. Tax
Internal Market Orientation: Construct and Consequences - I.N. Lings
Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives - C. Lovelock and E. Gummesson
E-S-QUAL: A multiple item scale for assessing electronic service quality - A. Parasuraman, V.A. Zeithaml and A. Malhotra
Experience Marketing: A review and reassessment - C. Tynan and S. McKechnie
VOLUME FOUR: TOWARDS A UNIFYING MARKETING APPROACH THROUGH SERVICE
Evolving to a New Dominant Logic for Marketing - S.L. Vargo and R.F. Lusch
Co-Creating Unique Value with Customers - C.K. Prahalad and V. Ramaswamy
The Four Service Marketing Myths - S.L. Vargo and R.F. Lusch
A Research Manifesto for Services Science - H. Chesbrough and J. Spohrer
Service-Dominant Logic: Reactions, reflections and refinements - R.F. Lusch and S.L. Vargo
The Effect of Service Evaluations on Behavioral Intentions and Quality of Life - T.S. Dagger and J.S. Sweeney
Toward a Cultural Resource-Based Theory of the Customer - E.J. Arnould, L.L. Price and A. Malshe
Are We Nearly There Yet? On the Retro-Dominant Logic of Marketing - S. Brown
Beyond the Call of Duty: Why customers contribute to firm-hosted online communities - C. Wiertz and K. de Ruyter
Social Network Sites: Definition, history and scholarship - D.M. Boyd and N.B. Ellison
Service-Dominant Logic: Continuing the evolution - S.L. Vargo and R.F. Lusch
Consumers as Resource Integrators - S. Baron and K. Harris
The Service-Dominant Logic and the Future of Marketing - D. Ballantyne and R.J. Varey
Designing Multi-Interface Service Experiences - L. Patricio, R.P. Fisk and J. Falcao e Cunha
Return on Community for Consumers and Service Establishments - M. Rosenbaum
Harry Potter and the Service-Dominant Logic of Marketing: A cautionary tale - S. Brown and A. Patterson
Demystifying Intercultural Service Encounters: Toward a comprehensive conceptual framework - P. Sharma, J.L.M Tam and N. Kim
The Global Crisis and the Marketing Scholar - E. Gummesson
Working Consumers: The next step in marketing theory? - B. Cova and D. Dalli
Moving Forward and Making a Difference: Research priorities for the science of service - A. Ostrom et al
What is Meant by Services? - J.M. Rathmell
The Marketing of Services: An Approach - K.J. Blois
Breaking Free from Product Marketing - Shostack, G.L.
A Service-Orientated Approach to Marketing of Services - C.A. Grönroos
Look to Customers to Increase Productivity - C.H. Lovelock and R.F. Young
A Paradigm for Developing Better Measures of Marketing Constructs - G.A. Churchill, Jr.
Growth Strategies for Service Firms - J.M. Carman and E. Langeard
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions - R.L. Oliver
The Customer Contact Approach to Services: Theoretical bases and practical extensions - R.B. Chase
The Experiential Aspects of Consumption: Consumer fantasies, feelings and fun - M.B. Holbrook and E.C. Hirschman
Classifying Services to Gain Strategic Marketing Insights - C.H. Lovelock
A Service Quality Model and its Marketing Implications - C.A. Grönroos
Designing Services That Deliver - G.L. Shostack
A Conceptual Model of Service Quality and Its Implications for Future Research - A. Parasuraman, V.A. Zeithaml and L.L Berry
Self-service Consumer: An exploratory study - J.E.G. Bateson
A Role Theory Perspective on Dyadic Interactions: The service encounter - M.R. Solomon, C. Surprenant, J.A. Czepiel and E.G. Gutman
Students are Important Consumers: Assessing satisfaction in a higher education context - J.S. Conant, J.J. Brown and M.P. Mokwa
Customers as Human Resources in Service Organizations - D.E. Bowen
The New Marketing-Developing Long-Term Interactive Relationships - E. Gummesson
The Development and Emergence of Services Marketing Thought - S.W. Brown, R.P. Fisk and M.J. Bitner
The Future of Services Marketing: Forecasts from ten service experts - S.J. Grove, R.P. Fisk and J. John
VOLUME TWO: THE CREATION OF THE SUB-DISCIPLINE OF SERVICES MARKETING
Service Positioning Through Structural Change - G.L. Shostack
SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality - A. Parasuraman, V.A. Zeithaml and L.L. Berry
Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence - V.A. Zeithaml
Compatibility Management: Customer-to-Customer Relationships in Service Environments - C.L. Martin and C.A. Pranter
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - M.J. Bitner, B.H. Booms and M.S. Tetreault
Defining and Measuring the Quality of Customer Service - B.R. Lewis and V.W. Mitchell
The Profitable Art of Service Recovery - C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr.
Technology, Design and Service Quality - J. Kingman-Brundage
Servicescapes: The impact of physical surroundings on customers and employees - M.J. Bitner
The Service Experience as Theater - S.J. Grove and R.P. Fisk
The Empowerment of Service Workers: What, why, how and when - D.E. Bowen and E.E. Lawler
Service Management: An Evaluation and the Future - E. Gummesson
The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management - M. Rafiq and P.K. Ahmed
The Commitment-Trust Theory of Relationship Marketing - R.M. Morgan and S.D. Hunt
Customer Loyalty: Toward an integrated conceptual framework - A.S. Dick and K. Basu
Putting the Service-Profit Chain to Work - J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger
Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm - C.A. Grönroos
The Importance of Servicescapes in Leisure Service Settings - K.L. Wakefield and J.G. Blodgett
Unacquainted Influencers: When strangers interact in the retail setting - M.A. McGrath and C. Otnes
Customers as Oral Participants in a Service Setting - K. Harris, S. Baron and J. Ratcliffe
SERVQUAL: Review, Critique, Research Agenda - F. Buttle
VOLUME THREE: A FOCUS ON CUSTOMER EXPERIENCE AND THE CHANGING ROLES OF CUSTOMERS AND CONSUMERS
Welcome to the Experience Economy - B.J. Pine II and J.H. Gilmore
Service Recovery Strategies for Single and Double Deviation Scenarios - R. Johnston and A. Fern
Self-Service Technologies: Understanding customer satisfaction with technology-based service encounters - M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner
Developing an eService Strategy - C. Voss
Retail Theater : The intended effect of the performance - S. Baron, K. Harris and R. Harris
Being in the Zone: Staging retail theater at ESPN zone Chicago - J.F. Sherry Jr., R.V. Kozinets, D. Storm, A. Duhachek, K. Nuttavuthisit and B. DeBerry-Spence
Customer Equity Management: Charting new directions for the future of marketing - J.E. Hogan, K.N. Lemon and R.T. Rust
Exploring Service Sabotage: The antecedents, types and consequences of frontline - L.C. Harris and E. Ogbonna
The Consequences of Dysfunctional Customer Behavior - L.C. Harris and K.L. Reynolds
The Professional Service Encounter in the Age of the Internet: An exploratory study - G. Hogg, A. Laing and D. Winkelman
Revisiting Consumption Experience: A more humble but complete view of the concept - A. Caru and B. Cova
Toward an Integrative Approach to Designing Service Experiences: Lessons learned from the theatre - F.I. Stuart and S. Tax
Internal Market Orientation: Construct and Consequences - I.N. Lings
Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives - C. Lovelock and E. Gummesson
E-S-QUAL: A multiple item scale for assessing electronic service quality - A. Parasuraman, V.A. Zeithaml and A. Malhotra
Experience Marketing: A review and reassessment - C. Tynan and S. McKechnie
VOLUME FOUR: TOWARDS A UNIFYING MARKETING APPROACH THROUGH SERVICE
Evolving to a New Dominant Logic for Marketing - S.L. Vargo and R.F. Lusch
Co-Creating Unique Value with Customers - C.K. Prahalad and V. Ramaswamy
The Four Service Marketing Myths - S.L. Vargo and R.F. Lusch
A Research Manifesto for Services Science - H. Chesbrough and J. Spohrer
Service-Dominant Logic: Reactions, reflections and refinements - R.F. Lusch and S.L. Vargo
The Effect of Service Evaluations on Behavioral Intentions and Quality of Life - T.S. Dagger and J.S. Sweeney
Toward a Cultural Resource-Based Theory of the Customer - E.J. Arnould, L.L. Price and A. Malshe
Are We Nearly There Yet? On the Retro-Dominant Logic of Marketing - S. Brown
Beyond the Call of Duty: Why customers contribute to firm-hosted online communities - C. Wiertz and K. de Ruyter
Social Network Sites: Definition, history and scholarship - D.M. Boyd and N.B. Ellison
Service-Dominant Logic: Continuing the evolution - S.L. Vargo and R.F. Lusch
Consumers as Resource Integrators - S. Baron and K. Harris
The Service-Dominant Logic and the Future of Marketing - D. Ballantyne and R.J. Varey
Designing Multi-Interface Service Experiences - L. Patricio, R.P. Fisk and J. Falcao e Cunha
Return on Community for Consumers and Service Establishments - M. Rosenbaum
Harry Potter and the Service-Dominant Logic of Marketing: A cautionary tale - S. Brown and A. Patterson
Demystifying Intercultural Service Encounters: Toward a comprehensive conceptual framework - P. Sharma, J.L.M Tam and N. Kim
The Global Crisis and the Marketing Scholar - E. Gummesson
Working Consumers: The next step in marketing theory? - B. Cova and D. Dalli
Moving Forward and Making a Difference: Research priorities for the science of service - A. Ostrom et al
Descriere
Structured around the evolution of service marketing scholarship in the last 40 years, this collection gives a detailed account of the relationship between the theory and practice of service marketing and the changing social, economic and technical environments over time.