Handbook of services marketing & management

Teresa A. Swartz, Dawn Iacobucci, editors

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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[目次]

  • Introduction - Teresa A Swartz and Dawn Iacobucci Services in the Village - Pierre Eiglier and Eric Langeard Services Marketing Comes of Age - Christian Gronroos 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 Dube 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

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この本の情報

書名 Handbook of services marketing & management
著作者等 Iacobucci, Dawn
Swartz, Teresa A.
書名別名 Handbook of services marketing and management
出版元 Sage
刊行年月 c2000
ページ数 ix, 521 p.
大きさ 26 cm
ISBN 0761916121
0761916113
NCID BA45010237
※クリックでCiNii Booksを表示
言語 英語
出版国 アメリカ合衆国
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