LEADER 04770nam 2200661 a 450 001 9910479891103321 005 20170815104858.0 010 $a0-7619-1611-3 010 $a1-4522-3132-X 010 $a1-4129-7364-3 035 $a(CKB)2670000000339111 035 $a(EBL)1629340 035 $a(SSID)ssj0000675648 035 $a(PQKBManifestationID)12310000 035 $a(PQKBTitleCode)TC0000675648 035 $a(PQKBWorkID)10670213 035 $a(PQKB)10433115 035 $a(MiAaPQ)EBC1629340 035 $a(OCoLC)898063248 035 $a(StDuBDS)EDZ0000085126 035 $a(EXLCZ)992670000000339111 100 $a20120516d2000 fy| 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 00$aHandbook of services marketing & management$b[electronic resource] /$fTeresa A. Swartz, Dawn Iacobucci, editors 210 $aThousand oaks, [Calif.] ;$aLondon $cSAGE$dc2000 215 $a1 online resource (534 p.) 300 $aDescription based upon print version of record. 311 $a1-322-41411-4 311 $a0-7619-1612-1 320 $aIncludes bibliographical references and indexes. 327 $aCover; 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 327 $aChapter 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 327 $aChapter 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 327 $aChapter 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 327 $aChapter 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 330 8 $aThis 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. 606 $aService industries$xMarketing 606 $aService industries$xManagement 606 $aCustomer services$xMarketing 606 $aCustomer services$xManagement 608 $aElectronic books. 615 0$aService industries$xMarketing. 615 0$aService industries$xManagement. 615 0$aCustomer services$xMarketing. 615 0$aCustomer services$xManagement. 676 $a658 701 $aSwartz$b Teresa A$01035252 701 $aIacobucci$b Dawn$0312595 801 0$bStDuBDS 801 1$bStDuBDS 906 $aBOOK 912 $a9910479891103321 996 $aHandbook of services marketing & management$92454848 997 $aUNINA