Handbook of services marketing & management

著者

書誌事項

Handbook of services marketing & management

Teresa A. Swartz, Dawn Iacobucci, editors

Sage, c2000

  • : hbk
  • : pbk

タイトル別名

Handbook of services marketing and management

大学図書館所蔵 件 / 全39件

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注記

Includes bibliographical references and indexes

内容説明・目次

内容説明

"What a rarity to see a who's who of thought leaders on any subject create original material for an anthology. It's a real collegial tribute to Teresa A. Swartz and Dawn Iacobucci that they have been able to assemble such a treasure of original material-including some of the last from our late friend and colleague, Eric Langeard-on topics important to services marketing and management." -James Heskett, Harvard Business School "The Handbook of Services Marketing and Management provides an excellent introduction to the topics and issues that define service marketing today. Editors Swartz and Iacobucci have recruited many of the leading names in service research to write the chapters in the book, ensuring that the Handbook will be a valuable reference for years to come." -Roland T. Rust, Journal of Service Research "This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics." -A. Parasuraman, University of Miami, FL "Service business today constitute the largest sector in advanced economies. This new Handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings." -Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University "Services, because of their intangibility, variability, and perishability, call for management and marketing skills of a high order. This new Handbook belongs in the working library of managers charged with managing and marketing the service offerings of hotels, restaurant chains, airlines, telecommunications companies, entertainment companies, professional services firms, and countless other services industries." -Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University Despite the growth in services research and the dominance of services in the world economy, no one book has emerged as a comprehensive guide for researchers and professionals-until now! The Handbook of Services Marketing and Management presents state-of-the-art perspectives in the foundations of services, while simultaneously challenging and expanding current services practices. Editors Teresa A. Swartz and Dawn Iacobucci invited the world's leading experts on services marketing and management to author individual chapters. The result is an experienced, international, eclectic, and cross-disciplinary mix of authors, all contributing cutting-edge material on the frontiers of service research. This handbook includes a unique mix of both in-depth chapters as well as shorter, more focused "mini" chapters, which treat emerging issues in the field of services. This structure makes the Handbook the most thorough reference possible. The Handbook of Services Marketing and Management should have a place on the bookshelves of every academic, graduate student, and professional in the critical area of services.

目次

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