04770nam 2200661 a 450 991047989110332120170815104858.00-7619-1611-31-4522-3132-X1-4129-7364-3(CKB)2670000000339111(EBL)1629340(SSID)ssj0000675648(PQKBManifestationID)12310000(PQKBTitleCode)TC0000675648(PQKBWorkID)10670213(PQKB)10433115(MiAaPQ)EBC1629340(OCoLC)898063248(StDuBDS)EDZ0000085126(EXLCZ)99267000000033911120120516d2000 fy| 0engur|n|---|||||txtccrHandbook of services marketing & management[electronic resource] /Teresa A. Swartz, Dawn Iacobucci, editorsThousand oaks, [Calif.] ;London SAGEc20001 online resource (534 p.)Description based upon print version of record.1-322-41411-4 0-7619-1612-1 Includes bibliographical references and indexes.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 RelationshipsChapter 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 ProfitabilityChapter 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 ManagementChapter 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 ResourcesChapter 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 ContributorsThis is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world's leading experts on services marketing and management.Service industriesMarketingService industriesManagementCustomer servicesMarketingCustomer servicesManagementElectronic books.Service industriesMarketing.Service industriesManagement.Customer servicesMarketing.Customer servicesManagement.658Swartz Teresa A1035252Iacobucci Dawn312595StDuBDSStDuBDSBOOK9910479891103321Handbook of services marketing & management2454848UNINA