Handbook of Services Marketing and Management:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks
SAGE Publications
1999
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I -- Services: The Setting; Part 1 -- Environment/Performance; Chapter 1 -- Services as Theater: Guidelines and Implications; Chapter 2 -- The Servicescape; Chapter 3 -- Impression Management in Services Marketing; Chapter 4 -- A Model of Aesthetic Value in the Servicescape; Part 2 -- Technology/Participation; Chapter 5 -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships Chapter 6 -- Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7 -- Customer Participation in Services Production and Delivery; Chapter 8 -- Perceived Control and the Service Experience; Section II -- Services: Demand Management; Chapter 9 -- Services and Seasonal Demand; Chapter 10 -- Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11 -- Pricing the Service Offering: An Integrative Perspective; Section III -- Services: Excellence and Profitability Chapter 12 -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13 -- Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14 -- Customer Satisfaction With Service; Chapter 15 -- The Customer Satisfaction Index as a Leading Indicator; Section IV -- Service Recovery; Chapter 16 -- Service Recovery: Research Insights and Practices; Chapter 17 -- Complaining; Chapter 18 -- Service Guarantees: Research and Practice; Section V -- Service Relationships; Chapter 19 -- Relationship Marketing and Management Chapter 20 -- Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21 -- Sources and Dimensions of Trust in Service Relationships; Chapter 22 -- Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23 -- Brand Switching and Loyalty for Services; Chapter 24 -- Frequency Programs in Service Industries; Chapter 25 -- Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI -- Services: The Firm; Chapter 26 -- Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources Chapter 27 -- Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28 -- Service Operations Management: A Field Guide; Chapter 29 -- Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused 'mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics Includes bibliographical references and index |
| Beschreibung: | 1 Online-Ressource (534 pages) |
| ISBN: | 9781412973649 1412973643 9781452231327 145223132X |
Internformat
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| 500 | |a Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I -- Services: The Setting; Part 1 -- Environment/Performance; Chapter 1 -- Services as Theater: Guidelines and Implications; Chapter 2 -- The Servicescape; Chapter 3 -- Impression Management in Services Marketing; Chapter 4 -- A Model of Aesthetic Value in the Servicescape; Part 2 -- Technology/Participation; Chapter 5 -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships | ||
| 500 | |a Chapter 6 -- Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7 -- Customer Participation in Services Production and Delivery; Chapter 8 -- Perceived Control and the Service Experience; Section II -- Services: Demand Management; Chapter 9 -- Services and Seasonal Demand; Chapter 10 -- Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11 -- Pricing the Service Offering: An Integrative Perspective; Section III -- Services: Excellence and Profitability | ||
| 500 | |a Chapter 12 -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13 -- Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14 -- Customer Satisfaction With Service; Chapter 15 -- The Customer Satisfaction Index as a Leading Indicator; Section IV -- Service Recovery; Chapter 16 -- Service Recovery: Research Insights and Practices; Chapter 17 -- Complaining; Chapter 18 -- Service Guarantees: Research and Practice; Section V -- Service Relationships; Chapter 19 -- Relationship Marketing and Management | ||
| 500 | |a Chapter 20 -- Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21 -- Sources and Dimensions of Trust in Service Relationships; Chapter 22 -- Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23 -- Brand Switching and Loyalty for Services; Chapter 24 -- Frequency Programs in Service Industries; Chapter 25 -- Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI -- Services: The Firm; Chapter 26 -- Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources | ||
| 500 | |a Chapter 27 -- Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28 -- Service Operations Management: A Field Guide; Chapter 29 -- Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors | ||
| 500 | |a The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused 'mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Customer services / Management | |
| 650 | 4 | |a Customer services / Marketing | |
| 650 | 4 | |a Service industries / Management | |
| 650 | 4 | |a Service industries / Marketing | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Industrial Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management Science |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Organizational Behavior |2 bisacsh | |
| 650 | 7 | |a Customer services / Management |2 fast | |
| 650 | 7 | |a Customer services / Marketing |2 fast | |
| 650 | 7 | |a Service industries / Management |2 fast | |
| 650 | 7 | |a Service industries / Marketing |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Service industries |x Marketing | |
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Customer services |x Marketing | |
| 650 | 4 | |a Customer services |x Management | |
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| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
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| 689 | 1 | |8 2\p |5 DE-604 | |
| 700 | 1 | |a Iacobucci, Dawn |d 1960- |e Sonstige |0 (DE-588)1136620109 |4 oth | |
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Datensatz im Suchindex
| _version_ | 1804175283237945344 |
|---|---|
| any_adam_object | |
| author | Swartz, Teresa A. |
| author_GND | (DE-588)1136620109 |
| author_facet | Swartz, Teresa A. |
| author_role | aut |
| author_sort | Swartz, Teresa A. |
| author_variant | t a s ta tas |
| building | Verbundindex |
| bvnumber | BV042961482 |
| collection | ZDB-4-EBU |
| ctrlnum | (OCoLC)870587724 (DE-599)BVBBV042961482 |
| dewey-full | 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | DE-604.BV042961482 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:13:49Z |
| institution | BVB |
| isbn | 9781412973649 1412973643 9781452231327 145223132X |
| language | English |
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| spelling | Swartz, Teresa A. Verfasser aut Handbook of Services Marketing and Management Thousand Oaks SAGE Publications 1999 1 Online-Ressource (534 pages) txt rdacontent c rdamedia cr rdacarrier Cover; Contents; Preface and Acknowledgments; Introduction; Service Reflections: Services in the Village; Service Reflections: Service Marketing Comes of Age; Section I -- Services: The Setting; Part 1 -- Environment/Performance; Chapter 1 -- Services as Theater: Guidelines and Implications; Chapter 2 -- The Servicescape; Chapter 3 -- Impression Management in Services Marketing; Chapter 4 -- A Model of Aesthetic Value in the Servicescape; Part 2 -- Technology/Participation; Chapter 5 -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships Chapter 6 -- Technology in Service Delivery: Implications for Self Service and Service SupportChapter 7 -- Customer Participation in Services Production and Delivery; Chapter 8 -- Perceived Control and the Service Experience; Section II -- Services: Demand Management; Chapter 9 -- Services and Seasonal Demand; Chapter 10 -- Wiiting for Service: Perceptions Management of the Wait Experience; Chapter 11 -- Pricing the Service Offering: An Integrative Perspective; Section III -- Services: Excellence and Profitability Chapter 12 -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future ProspectsChapter 13 -- Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality; Chapter 14 -- Customer Satisfaction With Service; Chapter 15 -- The Customer Satisfaction Index as a Leading Indicator; Section IV -- Service Recovery; Chapter 16 -- Service Recovery: Research Insights and Practices; Chapter 17 -- Complaining; Chapter 18 -- Service Guarantees: Research and Practice; Section V -- Service Relationships; Chapter 19 -- Relationship Marketing and Management Chapter 20 -- Antecedents and Consequences of Service Quality in Business-to-Business ServicesChapter 21 -- Sources and Dimensions of Trust in Service Relationships; Chapter 22 -- Service Relationships, Pseudo-Relationships, and Encounters; Chapter 23 -- Brand Switching and Loyalty for Services; Chapter 24 -- Frequency Programs in Service Industries; Chapter 25 -- Smart Services: Competitive Advantage Through Information-Intensive Strategies; Section VI -- Services: The Firm; Chapter 26 -- Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources Chapter 27 -- Shaping Service Cultures Through Strategic Human Resource ManagementChapter 28 -- Service Operations Management: A Field Guide; Chapter 29 -- Addressing Services Marketing Challenges Through Franchising; Closing Observations; Name Index; Subject Index; About the Editors; About the Contributors The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused 'mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics Includes bibliographical references and index Customer services / Management Customer services / Marketing Service industries / Management Service industries / Marketing BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services / Management fast Customer services / Marketing fast Service industries / Management fast Service industries / Marketing fast Wirtschaft Service industries Marketing Service industries Management Customer services Marketing Customer services Management Marketing (DE-588)4037589-4 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Marketing (DE-588)4037589-4 s 1\p DE-604 Management (DE-588)4037278-9 s 2\p DE-604 Iacobucci, Dawn 1960- Sonstige (DE-588)1136620109 oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=698456 Aggregator Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk 2\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Swartz, Teresa A. Handbook of Services Marketing and Management Customer services / Management Customer services / Marketing Service industries / Management Service industries / Marketing BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services / Management fast Customer services / Marketing fast Service industries / Management fast Service industries / Marketing fast Wirtschaft Service industries Marketing Service industries Management Customer services Marketing Customer services Management Marketing (DE-588)4037589-4 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4037589-4 (DE-588)4037278-9 (DE-588)4012181-1 |
| title | Handbook of Services Marketing and Management |
| title_auth | Handbook of Services Marketing and Management |
| title_exact_search | Handbook of Services Marketing and Management |
| title_full | Handbook of Services Marketing and Management |
| title_fullStr | Handbook of Services Marketing and Management |
| title_full_unstemmed | Handbook of Services Marketing and Management |
| title_short | Handbook of Services Marketing and Management |
| title_sort | handbook of services marketing and management |
| topic | Customer services / Management Customer services / Marketing Service industries / Management Service industries / Marketing BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services / Management fast Customer services / Marketing fast Service industries / Management fast Service industries / Marketing fast Wirtschaft Service industries Marketing Service industries Management Customer services Marketing Customer services Management Marketing (DE-588)4037589-4 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Customer services / Management Customer services / Marketing Service industries / Management Service industries / Marketing BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior Wirtschaft Service industries Marketing Service industries Management Customer services Marketing Customer services Management Marketing Management Dienstleistungsbetrieb |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=698456 |
| work_keys_str_mv | AT swartzteresaa handbookofservicesmarketingandmanagement AT iacobuccidawn handbookofservicesmarketingandmanagement |