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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.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
| LEADER | 00000cam a2200000 4500 | ||
|---|---|---|---|
| 001 | EBOOKCENTRAL_ocn870587724 | ||
| 003 | OCoLC | ||
| 005 | 20240329122006.0 | ||
| 006 | m o d | ||
| 007 | cr cnu---unuuu | ||
| 008 | 140215s1999 xx ob 001 0 eng d | ||
| 040 | |a EBLCP |b eng |e pn |c EBLCP |d N$T |d OCLCO |d OCLCF |d OCLCQ |d OCLCO |d DKDLA |d OTZ |d E7B |d OCLCQ |d STF |d OCLCQ |d K6U |d OCLCO |d OCLCQ |d OCLCO | ||
| 019 | |a 809962079 | ||
| 020 | |a 9781412973649 |q (electronic bk.) | ||
| 020 | |a 1412973643 |q (electronic bk.) | ||
| 020 | |a 9781452231327 |q (ebook) | ||
| 020 | |a 145223132X |q (ebook) | ||
| 029 | 1 | |a AU@ |b 000055217687 | |
| 029 | 1 | |a DEBBG |b BV042961482 | |
| 029 | 1 | |a DEBSZ |b 423718096 | |
| 035 | |a (OCoLC)870587724 |z (OCoLC)809962079 | ||
| 050 | 4 | |a HD9980.5 .H36 2000 | |
| 072 | 7 | |a BUS |x 082000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 041000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 042000 |2 bisacsh | |
| 072 | 7 | |a BUS |x 085000 |2 bisacsh | |
| 082 | 0 | 4 | |a 658 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Swartz, Teresa A. | |
| 245 | 1 | 0 | |a Handbook of Services Marketing and Management. |
| 260 | |a Thousand Oaks : |b SAGE Publications, |c 1999. | ||
| 300 | |a 1 online resource (534 pages) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 505 | 8 | |a 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. | |
| 520 | |a 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. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Service industries |x Marketing. | |
| 650 | 0 | |a Service industries |x Management. | |
| 650 | 0 | |a Customer services |x Marketing. | |
| 650 | 0 | |a Customer services |x Management. | |
| 650 | 6 | |a Services (Industrie) |x Marketing. | |
| 650 | 6 | |a Services (Industrie) |x Gestion. | |
| 650 | 6 | |a Service à la clientèle |x Gestion. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer services |x Management |2 fast | |
| 650 | 7 | |a Customer services |x Marketing |2 fast | |
| 650 | 7 | |a Service industries |x Management |2 fast | |
| 650 | 7 | |a Service industries |x Marketing |2 fast | |
| 700 | 1 | |a Iacobucci, Dawn. | |
| 776 | 0 | 8 | |i Print version: |a Swartz, Teresa A. |t Handbook of Services Marketing and Management. |d Thousand Oaks : SAGE Publications, ©1999 |z 9780761916123 |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=1629340 |z Texto completo |
| 936 | |a BATCHLOAD | ||
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL1629340 | ||
| 938 | |a ebrary |b EBRY |n ebr10836267 | ||
| 938 | |a EBSCOhost |b EBSC |n 698456 | ||
| 994 | |a 92 |b IZTAP | ||