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.
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.Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Introduction - Teresa A Swartz and Dawn Iacobucci Services in the Village - Pierre Eiglier and Eric Langeard Services Marketing Comes of Age - Christian Grönroos 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 Dubé 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
Introduction - Teresa A Swartz and Dawn Iacobucci Services in the Village - Pierre Eiglier and Eric Langeard Services Marketing Comes of Age - Christian Grönroos 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 Dubé 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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