Handbook of services marketing & management /
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| Imprint: | Thousand Oaks, [Calif.] : Sage Publications, c2000. |
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| Description: | ix, 521 p. : ill. ; 26 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/4131531 |
Table of Contents:
- Introduction
- Services in the Village
- Services Marketing Comes of Age
- Part 1. Services: The Setting
- 1. Environment/Performance
- Services as Theater
- Guidelines and Implications
- The Servicescape
- Impression Management in Services Marketing
- A Model of Aesthetic Value in the Servicescape
- 2. Technology/Participation
- Self-Service and Technology
- Unanticipated and Unintended Effects on Customer Relationships
- Technology in Service Delivery
- Implications for Self-Service and Service Support
- Customer Participation in Services Production and Delivery
- Perceived Control and the Service Experience
- Part 2. Services: Demand Management
- Services and Seasonal Demand
- Waiting for Service
- Perceptions Management of the Wait Experience
- Pricing the Service Offering
- An Integrative Perspective
- Part 3. Excellence and Profitability
- The Service Profit Chain
- Intellectual Roots, Current Realities and Future Prospects
- Estimating the Return on Quality
- Providing Insights into Profitable Investments in Service Quality
- Customer Satisfaction with Service
- The Customer Satisfaction Index as a Leading Indicator
- Part 4. Service Recovery
- Service Recovery
- Research Insights and Practices
- Complaining
- Service Guarantees
- Research and Practice
- Part 5. Service Relationships
- Relationship Marketing and Management
- Antecedents and Consequences of Service Quality in Business-to-Business Services
- Sources and Dimensions of Trust in Service Relationships
- Service Relationships, Pseudo-Relationships and Encounters
- Brand Switching and Loyalty for Services
- Frequency Programs in Service Industries
- Smart Services
- Competitive Advantage through Information-Intensive Strategies
- Part 6. Services: The Firm
- Functional Integration in Services
- Understanding the Links between Marketing, Operations and Human Resources
- Shaping Service Cultures through Strategic Human Resource Management
- Service Operations Management
- A Field Guide
- Addressing Services Marketing Challenges through Franchising
- Closing Observations