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990903s2000 caua bf 001 0 eng |
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|a 99006902
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|a 0761916113 (acid-free paper)
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|a HD9980.5
|b .H36 2000
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|a 658
|2 21
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| 245 |
1 |
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|a Handbook of services marketing & management /
|c Teresa A. Swartz, Dawn Iacobucci, editors.
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| 260 |
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|a Thousand Oaks, [Calif.] :
|b Sage Publications,
|c c2000.
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| 300 |
|
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|a ix, 521 p. :
|b ill. ;
|c 26 cm.
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| 336 |
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|a text
|b txt
|2 rdacontent
|0 http://id.loc.gov/vocabulary/contentTypes/txt
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| 337 |
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|a unmediated
|b n
|2 rdamedia
|0 http://id.loc.gov/vocabulary/mediaTypes/n
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| 338 |
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|a volume
|b nc
|2 rdacarrier
|0 http://id.loc.gov/vocabulary/carriers/nc
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| 504 |
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|a Includes bibliographical references and indexes.
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| 505 |
0 |
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|t Introduction /
|r Teresa A. Swartz and Dawn Iacobucci --
|t Service Reflections: Services in the Village /
|r Pierre Eiglier and Eric Langeard --
|t Service Reflections: Service Marketing Comes of Age /
|r Christian Gronroos --
|g I.
|t Services: the Setting.
|g 1.
|t Services as Theater: Guidelines and Implications /
|r Stephen J. Grove, Raymond P. Fisk and Joby John.
|g 2.
|t The Servicescape /
|r Mary Jo Bitner.
|g 3.
|t Impression Management in Services Marketing /
|r Kent Grayson and David Shulman.
|g 4.
|t A Model of Aesthetic Value in the Servicescape /
|r Janet Wagner.
|g 5.
|t Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships /
|r James G. Barnes, Peter A. Dunne and William J. Glynn.
|g 6.
|t Technology in Service Delivery: Implications for Self-Service and Service Support /
|r Pratibha A. Dabholkar.
|g 7.
|t Customer Participation in Services Production and Delivery /
|r Amy Risch Rodie and Susan Schultz Kleine.
|g 8.
|t Perceived Control and the Service Experience /
|r John E. G. Bateson --
|g II.
|t Services: Demand Management.
|g 9.
|t Services and Seasonal Demand /
|r Steven M. Shugan and Sonja Radas.
|g 10.
|t Waiting for Service: Perceptions Management of the Wait Experience /
|r Shirley Taylor and Gordon Fullerton.
|g 11.
|t Pricing the Service Offering: An Integrative Perspective /
|r Paul J. Kraus --
|g III.
|t Services: Excellence and Profitability.
|g 12.
|t The Service Profit Chain: Intellectual Roots, Current Realities, and Future Prospects /
|r Roger Hallowell and Leonard A. Schlesinger.
|g 13.
|t Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality /
|r Anthony J. Zahorik, Roland T. Rust and Timothy L. Keiningham.
|g 14.
|t Customer Satisfaction With Service /
|r Richard L. Oliver.
|g 15.
|t The Customer Satisfaction Index as a Leading Indicator /
|r Eugene W. Anderson and Claes Fornell --
|g IV.
|t Service Recovery.
|g 16.
|t Service Recovery: Research Insights and Practices /
|r Stephen S. Tax and Stephen W. Brown.
|g 17.
|t Complaining /
|r Nancy Stephens.
|g 18.
|t Service Guarantees: Research and Practice /
|r Amy L. Ostrom and Christopher Hart --
|g V.
|t Service Relationships.
|g 19.
|t Relationship Marketing and Management /
|r Paul G. Patterson and Tony Ward.
|g 20.
|t Antecedents and Consequences of Service Quality in Business-to-Business Services /
|r Martin Wetzels, Ko de Ruyter and Jos Lemmink.
|g 21.
|t Sources and Dimensions of Trust in Service Relationships /
|r Devon S. Johnson and Kent Grayson.
|g 22.
|t Service Relationships, Pseudo-Relationships, and Encounters /
|r Barbara Gutek.
|g 23.
|t Brand Switching and Loyalty for Services /
|r Laurette Debe and Stowe Shoemaker.
|g 24.
|t Frequency Programs in Service Industries /
|r John Deighton.
|g 25.
|t Smart Services: Competitive Advantage Through Information-Intensive Strategies /
|r Rashi Glazer --
|g VI.
|t Services: The Firm.
|g 26.
|t Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources /
|r Christopher Lovelock.
|g 27.
|t Shaping Service Cultures Through Strategic Human Resource Management /
|r David E. Bowen, Benjamin Schneider and Sandra S. Kim.
|g 28.
|t Service Operations Management: A Field Guide /
|r Richard B. Chase and Ray M. Haynes.
|g 29.
|t Addressing Services Marketing Challenges Through Franchising /
|r James Cross and Bruce J. Walker --
|t Closing Observations /
|r Dawn Iacobucci and Teresa A. Swartz.
|
| 650 |
|
0 |
|a Service industries
|x Marketing.
|0 http://id.loc.gov/authorities/subjects/sh87006846
|
| 650 |
|
0 |
|a Service industries
|x Management.
|0 http://id.loc.gov/authorities/subjects/sh85120350
|
| 650 |
|
0 |
|a Customer services
|x Marketing.
|
| 650 |
|
0 |
|a Customer services
|x Management.
|0 http://id.loc.gov/authorities/subjects/sh2008117646
|
| 650 |
|
7 |
|a Customer services
|x Management.
|2 fast
|0 http://id.worldcat.org/fast/fst00885552
|
| 650 |
|
7 |
|a Customer services
|x Marketing.
|2 fast
|0 http://id.worldcat.org/fast/fst00885553
|
| 650 |
|
7 |
|a Service industries
|x Management.
|2 fast
|0 http://id.worldcat.org/fast/fst01113442
|
| 650 |
|
7 |
|a Service industries
|x Marketing.
|2 fast
|0 http://id.worldcat.org/fast/fst01113447
|
| 700 |
1 |
|
|a Swartz, Teresa A.
|0 http://id.loc.gov/authorities/names/n99276086
|1 http://viaf.org/viaf/31333737
|
| 700 |
1 |
|
|a Iacobucci, Dawn.
|0 http://id.loc.gov/authorities/names/n96040322
|1 http://viaf.org/viaf/164127881
|
| 901 |
|
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|a ToCBNA
|
| 903 |
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|a HeVa
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| 035 |
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|a (OCoLC)42659669
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| 929 |
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|t Library of Congress classification
|a HD9980.5 .H36 2000
|l JRL
|c JRL-Gen
|i 4458180
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| 927 |
|
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|t Library of Congress classification
|a HD9980.5 .H36 2000
|l JRL
|c JRL-Gen
|b 53508260
|i 6602009
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