Handbook of services marketing & management:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks [u.a.]
Sage
2000
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XI, 521 S. grah. Darst. |
| ISBN: | 0761916113 0761916121 |
Internformat
MARC
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| 245 | 1 | 0 | |a Handbook of services marketing & management |c Teresa A. Swartz ... eds. |
| 264 | 1 | |a Thousand Oaks [u.a.] |b Sage |c 2000 | |
| 300 | |a XI, 521 S. |b grah. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
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| 650 | 4 | |a Service à la clientèle - Gestion | |
| 650 | 4 | |a Service à la clientèle - Marketing | |
| 650 | 4 | |a Services (Industrie) - Gestion | |
| 650 | 4 | |a Services (Industrie) - Marketing | |
| 650 | 4 | |a Customer services |x Management | |
| 650 | 4 | |a Customer services |x Marketing | |
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Service industries |x Marketing | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-009141463 | ||
Datensatz im Suchindex
| _version_ | 1804128182441345024 |
|---|---|
| adam_text | Contents
Preface and Acknowledgments ix
Introduction 1
Teresa A. Swartz and Dawn Iacobucci
Service Reflections: Services in the Village 7
Pierre Eiglkr and. Eric Langeard
Service Reflections: Service Marketing Comes of Age 13
Christian Gronroos
I. SERVICES: THE SETTING
Part 1: Environment/Performance
1. Services as Theater: Guidelines and Implications 21
Stephen J. Grope, Raymond P Fisk, and Joby John
2. The Servicescape 37
Mary Jo Bitner
3. Impression Management in Services Marketing 51
Kent Grayson and David Shultnan
4. A Model of Aesthetic Value in the Servicescape 69
Janet Winner
Part 2: Technology/Participation
5. Self Service and Technology: Unanticipated and
Unintended Effects on Customer Relationships 89
James G. Barnes, Peter A. Dunne, and William J. Glynn
6. Technology in Service Delivery:
Implications for Self Service and Service Support 103
PratibhaA. Dabholkar
7. Customer Participation in Services Production
and Delivery 111
Amy Risch Rodie and Susan Schultz Kkine
8. Perceived Control and the Service Experience 127
John E. G. Bateson
II. SERVICES: DEMAND MANAGEMENT
9. Services and Seasonal Demand 147
Steven M. Shugan and Sonja Radas
10. Waiting for Service: Perceptions Management
of the Wait Experience 171
Shirley Tkylor and Gordon Fullerton
11. Pricing the Service Offering: An Integrative
Perspective 191
PaulJ. Kraus
III. SERVICES: EXCELLENCE AND PROFITABILITY
12. The Service Profit Chain: Intellectual Roots,
Current Realities, and Future Prospects 203
Roger HaUowell and Leonard A. Schlesinger
13. Estimating the Return on Quality:
Providing Insights Into Profitable Investments
in Service Quality 223
Anthony]. Zahorik, Roland T. Rust, and
Timothy L. Keiningham
14. Customer Satisfaction With Service 247
Richard L. Oliver
15. The Customer Satisfaction Index as
a Leading Indicator 255
Eugene WAnderson and ClaesFornell
IV SERVICE RECOVERY
; 16. Service Recovery: Research Insights and Practices 271
; Stephen S. Tax and Stephen W Brown
17. Complaining 287
Nancy Stephens
18. Service Guarantees: Research and Practice 299
Amy L. Ostrom and Christopher Hart
V SERVICE RELATIONSHIPS
19. Relationship Marketing and Management f 317 y
Paul G. Patterson and Tbny Wird ^*^
20. Antecedents and Consequences of Service Quality
in Business to Business Services 343
Martin Wfctzds, Ko de Ruyter, and Jos Lemmink
21. Sources and Dimensions of Trust in Service Relationships 357
Devon S. Johnson and Kent Grayson /
22. Service Relationships, Pseudo Relationships,
and Encounters 371
Barbara Gutek
23. Brand Switching and Loyalty for Services 381
Laurette Dubi and Stowe Shoemaker
24. Frequency Programs in Service Industries 401
John Deighton
25. Smart Services: Competitive Advantage Through
Information Intensive Strategies 409
Rashi Glazer
VI. SERVICES: THE FIRM
26. Functional Integration in Services:
Understanding the Links Between Marketing,
Operations, and Human Resources 421
Christopher Lovelock
27. Shaping Service Cultures Through Strategic
Human Resource Management 439
David E. Bowen, Benjamin Schneider, and Sandra S. Kim
28. Service Operations Management:
A Field Guide 455
Richard B. Chase and Ray M. Haynes
29. Addressing Services Marketing Challenges
Through Franchising 473
James Cross and Bruce J. Wdker
Closing Observations 485
Dawn Iacobucci and Teresa A. Swartz
Name Index 489
Subject Index 493
About the Editors 505
About the Contributors 507
|
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| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV013398587 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:45:11Z |
| institution | BVB |
| isbn | 0761916113 0761916121 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009141463 |
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| physical | XI, 521 S. grah. Darst. |
| publishDate | 2000 |
| publishDateSearch | 2000 |
| publishDateSort | 2000 |
| publisher | Sage |
| record_format | marc |
| spelling | Handbook of services marketing & management Teresa A. Swartz ... eds. Thousand Oaks [u.a.] Sage 2000 XI, 521 S. grah. Darst. txt rdacontent n rdamedia nc rdacarrier Diensten gtt Management gtt Marketing gtt Service à la clientèle - Gestion Service à la clientèle - Marketing Services (Industrie) - Gestion Services (Industrie) - Marketing Customer services Management Customer services Marketing Service industries Management Service industries Marketing Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Marketing (DE-588)4037589-4 s Swartz, Teresa A. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009141463&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Handbook of services marketing & management Diensten gtt Management gtt Marketing gtt Service à la clientèle - Gestion Service à la clientèle - Marketing Services (Industrie) - Gestion Services (Industrie) - Marketing Customer services Management Customer services Marketing Service industries Management Service industries Marketing Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037589-4 (DE-588)4037278-9 |
| title | Handbook of services marketing & management |
| title_auth | Handbook of services marketing & management |
| title_exact_search | Handbook of services marketing & management |
| title_full | Handbook of services marketing & management Teresa A. Swartz ... eds. |
| title_fullStr | Handbook of services marketing & management Teresa A. Swartz ... eds. |
| title_full_unstemmed | Handbook of services marketing & management Teresa A. Swartz ... eds. |
| title_short | Handbook of services marketing & management |
| title_sort | handbook of services marketing management |
| topic | Diensten gtt Management gtt Marketing gtt Service à la clientèle - Gestion Service à la clientèle - Marketing Services (Industrie) - Gestion Services (Industrie) - Marketing Customer services Management Customer services Marketing Service industries Management Service industries Marketing Dienstleistungsbetrieb (DE-588)4012181-1 gnd Marketing (DE-588)4037589-4 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Diensten Management Marketing Service à la clientèle - Gestion Service à la clientèle - Marketing Services (Industrie) - Gestion Services (Industrie) - Marketing Customer services Management Customer services Marketing Service industries Management Service industries Marketing Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009141463&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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