Contemporary services marketing management: a reader
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
London u.a.
Dryden Press
1997
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIV, 537 S. graph. Darst. |
| ISBN: | 0030990351 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Introduction ix
Mark Gabbott and Gillian Hogg
SECTION I: THE CLASSICS 1
1. Breaking free from product marketing. 5
G. L. Shostack
Journal of Marketing, 41 (April), 73 80 (1977)
2. Classifying services to gain strategic marketing insights. 17
C. H. Lovelock
Journal of Marketing, 47 (Summer), 9 20 (1983)
3. How consumer evaluation processes differ between goods and services. 34
V. A. Zeithaml
Marketing of Services (J. H. Donnelly and W. R. George, Eds). Chicago:
American Marketing Association, pp. 39—47 (1981)
4. A service orientated approach to marketing of services. 44
C. Gronroos
European Journal of Marketing, 12(8), 588 601 (1978)
5. What is meant by services? 58
J. M. Rathmell
Journal of Marketing, 30 (October), 32 36 (1966)
SECTION II: THE SERVICE EXPERIENCE 65
6. Dramatizing the service experience: a managerial approach. 69
S. J. Grove, R. P. Fisk and M. J. Bitner
Advances in Services Marketing and Management (T. A. Swam, S. Brown and
D. Bowen, Eds). Greenwich, CT:JAI Press Inc., pp. 91 121 (1992)
7. The impact of services versus goods on consumers assessment of
perceived risk and variability. 96
K. B. Murray and J. L. Schlacter
Journal of the Academy of Marketing Science, 18(1), 51 65 (1990)
vi CONTEMPORARY SERVICES MARKETING MANAGEMENT
8. Perceived control and the effects of crowding and consumer
choice on the service experience. 119
M. K. Hui and J. E. G. Bateson
Journal of Consumer Research, 18 (September), 174 184 (1991)
9. Consumer behaviour and services: a review. 136
M. Gabbott and G. Hogg
Journal of Marketing Management, 10, 311 324 (1994)
10. Critical service encounters: the employee s viewpoint. 149
M. J. Bitner, B. H. Booms and L. A. Mohr
Journal of Marketing, 58 (October), 95 106 (1994)
SECTION III: SERVICE QUALITY AND SATISFACTION 171
11. SERVQUAL: a multiple item scale for measuring consumer perceptions
of service quality. 174
A. Parasuraman, V. A. Zeithaml and L. L. Berry
Journal of Retailing, 64(1), 12 40 (1988)
12. Measuring service quality: a reexamination and extension. 195
J. J. Cronin and S. A. Taylor
Journal of Marketing, 56 (July), 55 68 (1992)
13. Expectations, performance evaluation, and consumers perceptions
of quality. 217
R. K. Teas
Journal of Marketing, 57 (October), 18 34 (1993)
14. SERVQUAL: review, critique, research agenda. 247
F. Buttle
European Journal of Marketing, 30, 8 32 (1996)
15. A dynamic process model of service quality: from expectations to
behavioral intentions. 271
W. Boulding, A. Kalra, R. Staelin and V. A. Zeithaml
Journal of Marketing Research, 30 (February), 7 27 (1993)
16. A multistage model of customers assessments of service quality and value. 308
R. N. Bolton and J. H. Drew
Journal of Consumer Research, 17 (March), 375 384 (1991)
17. Buyer perceived service quality in industrial networks. 325
M. Holmlund and S. Kock
Industrial Marketing Management, 24, 109 121 (1995)
SECTION IV: SERVICE MANAGEMENT 342
18. From scientific management to service management: a management
perspective for the age of service competition. 345
C. Gronroos
International Journal of Services Industry Management, 5(1), 5 20 (1994)
CONTENTS vii
19. Towards a classification of service processes. 361
R. Silvestxo, L. Fitzgerald, R. Johnston and C. Voss
International Journal of Services Industry Management, 3(3), 62 75 (1992)
20. Sustainable competitive advantage in service industries: a conceptual
model and research propositions. 375
S. G. Bharadwaj, P. R. Varadarajan and J. Fahy
Journal of Marketing, 57 (October), 83 99 (1993)
21. Service firms international entry mode choice: a modified transaction cost
analysis approach. 407
M. K. Erramilli and C. P. Rao
Journal of Marketing, 57 (July), 19 38 (1993)
SECTION V: SERVICES MARKETING IN CONTEXT 439
22. The consumer rules? An examination of the rhetoric and reality of
marketing in financial services. 442
D. Knights, A. Sturdy and G. Morgan
European Journal of Marketing, 28(3), 42 54 (1994)
23. River magic: extraordinary experience and the extended service encounter. 454
E. J. Arnould and L. L. Price
Journal of Consumer Research, 20 (June), 24 25 (1993)
24. Service breakdowns: a study of critical incidents in an airline. 491
B. Edvardsson
International Journal of Services Industry Management, 3(4), 17—29 (1992)
25. Managing quality in business to business services. 505
I. T. D. Szmigin
European Journal of Marketing, 27(1), 5 21 (1993)
Index 523
|
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| title | Contemporary services marketing management a reader |
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