Handbook of Services Marketing and Management.

Handbook of Services Marketing and Management.

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 shor...

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Bibliographic Details
Main Author: Swartz, Teresa A.
Other Authors: Iacobucci, Dawn
Format: eBook
Language:English
Published: Thousand Oaks : SAGE Publications, 1999.
Subjects:
Service industries > Marketing.
Service industries > Management.
Customer services > Marketing.
Customer services > Management.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer services > Management
Customer services > Marketing
Service industries > Management
Service industries > Marketing
Online Access:Click for online access
Table of Contents:
  • Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I
  • Services: The Setting; Part 1
  • Environment/Performance; Chapter 1
  • Services as Theater: Guidelines and Implications; Chapter 2
  • The Servicescape; Chapter 3
  • Impression Management in Services Marketing; Chapter 4
  • A Model of Aesthetic Value in the Servicescape; Part 2
  • Technology/Participation; Chapter 5
  • Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships.
  • Chapter 6
  • Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7
  • Customer Participation in Services Production and Delivery; Chapter 8
  • Perceived Control and the Service Experience; Section II
  • Services: Demand Management; Chapter 9
  • Services and Seasonal Demand; Chapter 10
  • Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11
  • Pricing the Service Offering: An Integrative Perspective; Section III
  • Services: Excellence and Profitability.
  • Chapter 12
  • The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13
  • Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14
  • Customer Satisfaction With Service; Chapter 15
  • The Customer Satisfaction Index as a Leading Indicator; Section IV
  • Service Recovery; Chapter 16
  • Service Recovery: Research Insights and Practices; Chapter 17
  • Complaining; Chapter 18
  • Service Guarantees: Research and Practice; Section V
  • Service Relationships; Chapter 19
  • Relationship Marketing and Management.
  • Chapter 20
  • Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21
  • Sources and Dimensions of Trust in Service Relationships; Chapter 22
  • Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23
  • Brand Switching and Loyalty for Services; Chapter 24
  • Frequency Programs in Service Industries; Chapter 25
  • Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI
  • Services: The Firm; Chapter 26
  • Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources.
  • Chapter 27
  • Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28
  • Service Operations Management: A Field Guide; Chapter 29
  • Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors.

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