Services marketing: text and cases
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Basingstoke
Palgrave Macmillan
2009
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVII, 358 S. Ill. graph. Darst. |
| ISBN: | 9780230520936 0230520936 |
Internformat
MARC
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| 100 | 1 | |a Baron, Steve |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Services marketing |b text and cases |c Steve Baron ; Kim Harris ; Toni Hilton |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a Basingstoke |b Palgrave Macmillan |c 2009 | |
| 300 | |a XVII, 358 S. |b Ill. graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Service industries / Marketing | |
| 650 | 4 | |a Service industries / Marketing / Case studies | |
| 650 | 4 | |a Service industries |x Marketing | |
| 650 | 4 | |a Service industries |x Marketing |v Case studies | |
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Datensatz im Suchindex
| _version_ | 1804138053361467392 |
|---|---|
| adam_text | Contents
List of
Figures x
List of Tables and Exhibits
xi
Postcards from Practice
xiii
It s in the News!
xiv
List of Case Study Figures
xv
Preface to the Third Edition
xvi
Acknowledgements
xviii
1
Introduction
1
A Service Experience
3
The Story
3
Analysing the Experience
6
The Process
6
The People
7
The Physical Evidence
9
Visible and Invisible Elements of Services
10
The Structure of the Book
11
The Relationship between Theory and Practice
13
Characteristics of Case Studies in the Book
14
Small-scale Operators
14
Human Involvement in the Service Experience
14
Easily Replicated Format
15
Overall Learning Outcomes
17
Discussion Questions and Exercises
17
A/ores and References
17
2
The Contemporary Context
19
Learning Objectives
19
Economic Importance of Services
19
The Evolution of the Sub-discipline of Services Marketing
24
Contents
Service-dominant Logic 29
Scope and Characteristics of Service Provision
31
Management Implications Arising from the Characteristics
of Services
35
Summary
39
Learning Outcomes
40
Discussion Questions and Exercises
40
Notes and References
40
3
Service Goals: The Use of Metaphors
43
Learning Objectives
43
The Uses and Limitations of Metaphors in Marketing and Management
44
Using the Factory Metaphor: The Service as a System
44
Using the Structural Models to Understand Services
48
Using the Theatre/Drama Metaphor: The Service as a Performance
59
Lessons from the Theatre
62
Summary
65
Summarising the Factory Metaphor
65
Summarising the Theatre/Drama Metaphor
66
Learning Outcomes
66
Discussion Questions and Exercises
66
Notes and References
67
4
Customer Interactions in Services
69
Learning Objectives
69
Introduction
69
Significance of Service Encounters
71
Customer Interacts with Service Employee(s)
-
Managerial Issues
73
Customer Interacts with Fellow Customers
-
Managerial Issues
74
Customer Interacts with Technology/Equipment
-
Managerial Issues
76
Customer Interacts with the Physical Surroundings
-
Managerial Issues
77
Customer Interactions in Service Encounters
78
Interactions between Customers and Employees
78
Customer-to-customer Interactions
82
Interactions between Customers and Technology/Equipment
88
Summary
92
Learning Outcomes
93
Discussion Questions and Exercises
93
Atores
and References
93
Contents
5
Consumer
Experiences
97
Learning Objectives
97
Introduction
97
Service Experiences
98
Reasons for the Interest in Consumer Experiences
101
Perspectives on the Consumer Experience
105
Implications for Service Management
109
Summary
112
Learning Outcomes
113
Discussion Questions and Exercises
113
Notes and References
113
6
Service Design
115
Learning Objectives
115
Introduction
115
Designing the Process
118
Designing the Physical Environment
135
The Physical Service Environment and Customer Satisfaction
136
The Online
Servicescape: e-scapes
142
Summary
142
Learning Outcomes
143
Discussion Questions and Exercises
143
Notes and References
143
7
Service Employees as
Operant
Resources
145
Learning Objectives
145
Introduction
145
Defining Internal Marketing
148
Value and Practice of Internal Marketing
153
Increasing Job Satisfaction of Service Employees
155
Service Orientation of Organisations
161
Summary
163
Learning Outcomes
164
Discussion Questions and Exercises
164
Notes and References
164
8
Service Quality and Customer Satisfaction
167
Learning Objectives
167
Introduction
167
Perceived Service Quality
168
How Consumers Assess Service Quality
169
Dimensions of Service Quality
169
Potential Causes of Service Quality Shortfalls: The Gaps Model
171
Antecedents of Consumer Expectations
172
viii Contents
SERVQUAL: The Research Instrument
174
Service Quality
-
Its Evolution
177
Е
-service
Quality
177
Customer Satisfaction
179
The Academic Perspective
179
The Practitioner Perspective
180
The Customer Perspective
182
Customer Satisfaction Research
183
Service Quality versus Satisfaction
184
Service Quality as an Overall Attitude
184
Expectations and Perceptions
184
Cumulative Customer Satisfaction
185
Which is the Antecedent?
186
Summary
186
Learning Outcomes
187
Discussion Questions and Exercises
187
Notes and References
187
9
Relationship Marketing
191
Learning Objectives
191
Introduction
191
Definitions and Features of Relationship Marketing
193
Market-based Relationship Marketing
196
Customer Loyalty
205
Strategies for Maintaining Customer Loyalty
206
Summary
214
Learning Outcomes
214
Discussion Questions and Exercises
214
Notes and References
215
10
Service Profitability
217
Learning Objectives
217
Introduction
217
Macro-level Links between Quality and Business Results
218
Micro-level Analysis of Customer Profitability
225
Summary
238
Learning Outcomes
238
Discussion Questions and Exercises
239
Notes and References
239
11
Future Research Issues
243
Learning Objectives
243
Introduction
243
Issues Arising from Technology-based Self-service Provision
245
Contents
Additional Areas for Future Research
254
On Research Methodology
259
Learning Outcomes
260
Notes and References
260
Case Studies
1
Joe
&
Co. Hairdressing
265
2
George Ball
&
Son, Funeral Directors
271
3
King s School Band Programme
281
4
An Individual Experience of Arriving at Auckland
International Airport
288
5
Waymark Holidays
292
6
Landscape Safari
305
7
Waterstons, Business Analysis and Computer Consultancy
313
8
Coloring Ring Back Tone: Adding to the Chinese
Consumer Experience
319
9
Jackson Russell
325
10
RAD9
333
11
Living in the Cyber-society
342
Glossary
345
Index
351
|
| adam_txt |
Contents
List of
Figures x
List of Tables and Exhibits
xi
Postcards from Practice
xiii
It's in the News!
xiv
List of Case Study Figures
xv
Preface to the Third Edition
xvi
Acknowledgements
xviii
1
Introduction
1
A 'Service' Experience
3
The Story
3
Analysing the Experience
6
The Process
6
The People
7
The Physical Evidence
9
Visible and Invisible Elements of Services
10
The Structure of the Book
11
The Relationship between Theory and Practice
13
Characteristics of Case Studies in the Book
14
Small-scale Operators
14
Human Involvement in the Service Experience
14
Easily Replicated Format
15
Overall Learning Outcomes
17
Discussion Questions and Exercises
17
A/ores and References
17
2
The Contemporary Context
19
Learning Objectives
19
Economic Importance of Services
19
The Evolution of the Sub-discipline of Services Marketing
24
Contents
Service-dominant Logic 29
Scope and Characteristics of Service Provision
31
Management Implications Arising from the Characteristics
of Services
35
Summary
39
Learning Outcomes
40
Discussion Questions and Exercises
40
Notes and References
40
3
Service Goals: The Use of Metaphors
43
Learning Objectives
43
The Uses and Limitations of Metaphors in Marketing and Management
44
Using the Factory Metaphor: The Service as a System
44
Using the Structural Models to Understand Services
48
Using the Theatre/Drama Metaphor: The Service as a Performance
59
Lessons from the Theatre
62
Summary
65
Summarising the Factory Metaphor
65
Summarising the Theatre/Drama Metaphor
66
Learning Outcomes
66
Discussion Questions and Exercises
66
Notes and References
67
4
Customer Interactions in Services
69
Learning Objectives
69
Introduction
69
Significance of Service Encounters
71
Customer Interacts with Service Employee(s)
-
Managerial Issues
73
Customer Interacts with Fellow Customers
-
Managerial Issues
74
Customer Interacts with Technology/Equipment
-
Managerial Issues
76
Customer Interacts with the Physical Surroundings
-
Managerial Issues
77
Customer Interactions in Service Encounters
78
Interactions between Customers and Employees
78
Customer-to-customer Interactions
82
Interactions between Customers and Technology/Equipment
88
Summary
92
Learning Outcomes
93
Discussion Questions and Exercises
93
Atores
and References
93
Contents
5
Consumer
Experiences
97
Learning Objectives
97
Introduction
97
Service 'Experiences'
98
Reasons for the Interest in Consumer Experiences
101
Perspectives on the Consumer Experience
105
Implications for Service Management
109
Summary
112
Learning Outcomes
113
Discussion Questions and Exercises
113
Notes and References
113
6
Service Design
115
Learning Objectives
115
Introduction
115
Designing the Process
118
Designing the Physical Environment
135
The Physical Service Environment and Customer Satisfaction
136
The Online
Servicescape: e-scapes
142
Summary
142
Learning Outcomes
143
Discussion Questions and Exercises
143
Notes and References
143
7
Service Employees as
Operant
Resources
145
Learning Objectives
145
Introduction
145
Defining Internal Marketing
148
Value and Practice of Internal Marketing
153
Increasing Job Satisfaction of Service Employees
155
Service Orientation of Organisations
161
Summary
163
Learning Outcomes
164
Discussion Questions and Exercises
164
Notes and References
164
8
Service Quality and Customer Satisfaction
167
Learning Objectives
167
Introduction
167
Perceived Service Quality
168
How Consumers Assess Service Quality
169
Dimensions of Service Quality
169
Potential Causes of Service Quality Shortfalls: The 'Gaps Model'
171
Antecedents of Consumer Expectations
172
viii Contents
SERVQUAL: The Research Instrument
174
Service Quality
-
Its Evolution
177
Е
-service
Quality
177
Customer Satisfaction
179
The Academic Perspective
179
The Practitioner Perspective
180
The Customer Perspective
182
Customer Satisfaction Research
183
Service Quality versus Satisfaction
184
Service Quality as an Overall Attitude
184
Expectations and Perceptions
184
Cumulative Customer Satisfaction
185
Which is the Antecedent?
186
Summary
186
Learning Outcomes
187
Discussion Questions and Exercises
187
Notes and References
187
9
Relationship Marketing
191
Learning Objectives
191
Introduction
191
Definitions and Features of Relationship Marketing
193
Market-based Relationship Marketing
196
Customer Loyalty
205
Strategies for Maintaining Customer Loyalty
206
Summary
214
Learning Outcomes
214
Discussion Questions and Exercises
214
Notes and References
215
10
Service Profitability
217
Learning Objectives
217
Introduction
217
Macro-level Links between Quality and Business Results
218
Micro-level Analysis of Customer Profitability
225
Summary
238
Learning Outcomes
238
Discussion Questions and Exercises
239
Notes and References
239
11
Future Research Issues
243
Learning Objectives
243
Introduction
243
Issues Arising from Technology-based Self-service Provision
245
Contents
Additional Areas for Future Research
254
On Research Methodology
259
Learning Outcomes
260
Notes and References
260
Case Studies
1
Joe
&
Co. Hairdressing
265
2
George Ball
&
Son, Funeral Directors
271
3
King's School Band Programme
281
4
An Individual Experience of Arriving at Auckland
International Airport
288
5
Waymark Holidays
292
6
Landscape Safari
305
7
Waterstons, Business Analysis and Computer Consultancy
313
8
Coloring Ring Back Tone: Adding to the Chinese
Consumer Experience
319
9
Jackson Russell
325
10
RAD9
333
11
Living in the Cyber-society
342
Glossary
345
Index
351 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
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| author_sort | Baron, Steve |
| author_variant | s b sb k h kh t h th |
| building | Verbundindex |
| bvnumber | BV035094604 |
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| dewey-ones | 658 - General management |
| dewey-raw | 658.8 |
| dewey-search | 658.8 |
| dewey-sort | 3658.8 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 3. ed. |
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| publisher | Palgrave Macmillan |
| record_format | marc |
| spelling | Baron, Steve Verfasser aut Services marketing text and cases Steve Baron ; Kim Harris ; Toni Hilton 3. ed. Basingstoke Palgrave Macmillan 2009 XVII, 358 S. Ill. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Service industries / Marketing Service industries / Marketing / Case studies Service industries Marketing Service industries Marketing Case studies Dienstleistung (DE-588)4012178-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Marketing (DE-588)4037589-4 s Dienstleistung (DE-588)4012178-1 s DE-604 Dienstleistungssektor (DE-588)4012183-5 s 1\p DE-604 Harris, Kim Verfasser aut Hilton, Toni Verfasser aut Digitalisierung UB Regensburg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016762669&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Baron, Steve Harris, Kim Hilton, Toni Services marketing text and cases Service industries / Marketing Service industries / Marketing / Case studies Service industries Marketing Service industries Marketing Case studies Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Marketing (DE-588)4037589-4 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4012183-5 (DE-588)4037589-4 (DE-588)4522595-3 |
| title | Services marketing text and cases |
| title_auth | Services marketing text and cases |
| title_exact_search | Services marketing text and cases |
| title_exact_search_txtP | Services marketing text and cases |
| title_full | Services marketing text and cases Steve Baron ; Kim Harris ; Toni Hilton |
| title_fullStr | Services marketing text and cases Steve Baron ; Kim Harris ; Toni Hilton |
| title_full_unstemmed | Services marketing text and cases Steve Baron ; Kim Harris ; Toni Hilton |
| title_short | Services marketing |
| title_sort | services marketing text and cases |
| title_sub | text and cases |
| topic | Service industries / Marketing Service industries / Marketing / Case studies Service industries Marketing Service industries Marketing Case studies Dienstleistung (DE-588)4012178-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Marketing (DE-588)4037589-4 gnd |
| topic_facet | Service industries / Marketing Service industries / Marketing / Case studies Service industries Marketing Service industries Marketing Case studies Dienstleistung Dienstleistungssektor Marketing Fallstudiensammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016762669&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT baronsteve servicesmarketingtextandcases AT harriskim servicesmarketingtextandcases AT hiltontoni servicesmarketingtextandcases |