Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors

• Pubblicazione: Thousand oaks, [Calif.] ; ; London, : SAGE, c2000
• Descrizione fisica: 1 online resource (ix, 521 p.) : ill
• Disciplina: 658.8
• Soggetto topico: Service industries - Marketing; Service industries - Management; Customer services - Marketing; Customer services - Management
• Altri autori: SwartzTeresa A IacobucciDawn
• Note generali: Description based upon print version of record.
• Nota di bibliografia: Includes bibliographical references and indexes.
• Nota di contenuto: 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 ; 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 ; 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 ; 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 ; 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
• Sommario/riassunto: This 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.
• Titolo autorizzato: Handbook of services marketing & management
• ISBN: 1-5063-3276-5; 0-7619-1611-3; 1-4522-3132-X; 1-4129-7364-3
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910786232903321
• Lo trovi qui: Univ. Federico II