Advances in services marketing and management : research and practice : a research annual

Author(s)

• Swartz, Teresa A.
• Bowen, David Earl
• Brown, Stephen Walter

Bibliographic Information

Advances in services marketing and management : research and practice : a research annual

edited by Teresa A. Swartz, David E. Bowen, Stephen W. Brown

JAI Press, c1992-

• v. 1. 1992
• v. 2. 1993
• v. 3. 1994
• v. 4. 1995
• v. 5, 1996
• v. 6, 1997
• v. 7, 1998

Note

"This volume is published in conjunction with the First Interstate Center for Services Marketing, Arizona State University"

Description and Table of Contents

Volume

v. 5, 1996 ISBN 9780762300099

Description

This series is dedicated to topics such as service quality, internal marketing, service design, human resources practices and service systems, using theoretical research and the results of empirical studies. This volume concentrates on the effect on information technology on services performance, service quality, new service development, brand loyalty, and fair service. It also covers the relational aspects of services management such as the customer contact, customer-supplier relationships, and the social aspect of customer service loyalty.

Table of Contents

• A canonical model of consumer evaluations and theoretical bases of expectations, Dawn Lacobucci et al
• service quality: the construct, its dimensionality and its measurement, Jozee Lapierre
• the productivity paradox is false - information technology improves services performance, James Brian Quinn
• time perceptions in service systems - an overview of the TPM framework, Linda V. Green et al
• the antecedents of brand switching, brand loyalty and verbal responses to service failure, Laurette Dube, Manfried Maute
• tight and loose comprehensive customer contact (3C) plans, David A. Collier
• development of the service system in a manual service firm - a case study of the Danish ISS, Jon Sundbo
• cooperation in new service development - social dynamic approach, Ariane M. von Raesfeld et al
• the fundamentals of relationships - an exploration of the concept to guide marketing implementation, Daphne E. Sheaves, James G. Barnes
• friendship over the counter - how social aspects of service encounters influence consumer service loyalty, Cathy Goodwin, Dwayne D, Gremler
• critical incidents in internal customer-supplier relationships - results of an empirical study, Patricia Neuhaus
• service quality in professional business services - a relationship approach, Aino Halinen
• about the editors
• about the contributors.

Volume

v. 6, 1997 ISBN 9780762301768

Description

Part of a series which offers an interdisciplinary approach to the latest research and practice in services, this volume discusses a variety of topics in the field.

Volume

v. 7, 1998 ISBN 9780762303632

Description

This interdisciplinary series focuses on new, fresh ideas in services marketing and management and is committed to encouraging scholars new to the area of services to pursue innovative and interdisciplinary services-related research. Also encouraged is work that crosses the boundaries between academic research and business practice. Leading scholars will delve into services issues such as service quality, internal marketing, service design, human resources in services, services operations, etc. Included are directions for future research and managerial implications. An added feature is a services in action section addressing in depth some aspect of a service organizations practice which is on the cutting edge. Leading service firms will share how they have innovatively applied services principles in business practice.

Table of Contents

List of contributors. Preface (T.A. Swart et a.). Acknowledgment. About the Center for Services Marketing and Management. Executive Summaries. Services: what do we know and where shall we go? A view from marketing (D. Iacobucci). The service quality measurement literature: a generalizability perspective (A. Finn, U. Kayande). Why would certain types of in-process negative emotions increase post-purchase consumer satisfaction with services? Insights from an interpersonal view of emotions (L. Dube, K. Menon). Service disposition and personality: a review and a classification scheme for understanding where service disposition has an effect on customers (R.F. Hurley). Toward a unifying framework for studying internal market services exchange (J.R. Ronchetto, T.A. Buckles). The strategic course for a dynamic new service: identity and the divergent beliefs of managers (M.B. Houston et al.). Gaining customer compliance in services (S. Dellande, M.C. Gilly). Psychological empowerment in a service environment: some empirical findings (B. Van Looy et al.). About the editors. About the contributors.

Volume

v. 2. 1993 ISBN 9781559386562

Description

Part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed include: applying operations strategies to service firms; HRM practices in service-based organizations; and modelling the impact of service quality on profitability.

Volume

v. 3. 1994 ISBN 9781559387262

Description

This title is part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed in this title include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.

Volume

v. 4. 1995 ISBN 9781559388559

Description

This title is part of a series which offers an interdisciplinary approach to the latest research and practice in services. Topics discussed in this title include the calculus of service quality and customer satisfaction and environmental and positional antecedents of management commitment to service quality.

Table of Contents

• Technology and globalization, competitive drivers for the 21st century, Lawrence W. Foster
• integrating technology management with business strategy, Liming Zhao
• the strategic use of organizational competencies and backcasting in competitive analysis, Clement K. Wang and Paul D. Guild
• ideas at work - creating an on-project idea factory, Christopher E. Olstead and Anne S. Davis
• environmental determinants of merger strategy - some empirical evidence, V.K. Narayanan and Deepak K. Datta
• competing through high technology and strategic partnerships - the global expansion of Russian aerospace enterprises, Detelin S. Elenkov
• team-based strategy making, Ken A. Smith and Henry P. Sims, Jr.
• self-deception in strategic management - conceptualizing the influence, Reginald A. Litz and John E. Prescott
• a toolbox metaphor for navigating the strategic discourse, Edward W. Christensen and Eric H.Kessler
• globalization, originality and convergence in the entertainment industry, Chong Ju Choi and Brian Hilton.

by "Nielsen BookData"

Details

• NCID: BA18245034
• ISBN:
  • 155938543X
  • 1559386568
  • 1559387262
  • 1559388552
  • 0762300094
  • 0762301767
  • 0762303638
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Greenwich, Conn. ; London
• Pages/Volumes: v.
• Size: 24 cm