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Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors
| Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors |
| Pubbl/distr/stampa | Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 |
| Descrizione fisica | 1 online resource (534 p.) |
| Disciplina | 658 |
| Altri autori (Persone) |
SwartzTeresa A
IacobucciDawn |
| Soggetto topico |
Service industries - Marketing
Service industries - Management Customer services - Marketing Customer services - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-7619-1611-3
1-4522-3132-X 1-4129-7364-3 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910479891103321 |
| Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors
| Handbook of services marketing & management [[electronic resource] /] / Teresa A. Swartz, Dawn Iacobucci, editors |
| Pubbl/distr/stampa | Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 |
| Descrizione fisica | 1 online resource (ix, 521 p.) : ill |
| Disciplina | 658.8 |
| Altri autori (Persone) |
SwartzTeresa A
IacobucciDawn |
| Soggetto topico |
Service industries - Marketing
Service industries - Management Customer services - Marketing Customer services - 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 | eng |
| 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 |
| Record Nr. | UNINA-9910786232903321 |
| Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Handbook of services marketing & management / / Teresa A. Swartz, Dawn Iacobucci, editors
| Handbook of services marketing & management / / Teresa A. Swartz, Dawn Iacobucci, editors |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 |
| Descrizione fisica | 1 online resource (ix, 521 p.) : ill |
| Disciplina | 658.8 |
| Altri autori (Persone) |
SwartzTeresa A
IacobucciDawn |
| Soggetto topico |
Service industries - Marketing
Service industries - Management Customer services - Marketing Customer services - 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 | eng |
| 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 |
| Record Nr. | UNINA-9910807066803321 |
| Thousand oaks, [Calif.] ; ; London, : SAGE, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||