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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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Thousand Oaks :
SAGE Publications,
1999.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.