| Description |
1 online resource (534 pages) |
| Contents |
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 |
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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 |
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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 |
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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 |
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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 |
| Summary |
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 |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Print version record |
| Subject |
Service industries -- Marketing.
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Service industries -- Management.
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Customer services -- Marketing
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Customer services -- Management
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BUSINESS & ECONOMICS -- Industrial Management.
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BUSINESS & ECONOMICS -- Management.
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BUSINESS & ECONOMICS -- Management Science.
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BUSINESS & ECONOMICS -- Organizational Behavior.
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Customer services -- Management
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Customer services -- Marketing
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Service industries -- Management
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Service industries -- Marketing
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| Form |
Electronic book
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| Author |
Iacobucci, Dawn
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| ISBN |
9781412973649 |
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1412973643 |
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9781452231327 |
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145223132X |
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