Handbook of services marketing & management : Teresa A.Swartz and Dawn Iacobucci, editors.: Teresa A.Swartz and Dawn Iacobucci, editors. ([2014?])

• Record Type: Book
• Other Titles: Handbook of services marketing and management
• Editors: Swartz, Teresa A; Iacobucci, Dawn
• Contents: 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.
• Publisher Details: Thousand Oaks : Sage Publications
• Publication Date: 2014
• Copyright Date: 2000
• Extent: 1 online resource (ix, 521 pages), illustrations
• Subjects: 658; Service industries -- Marketing; Service industries -- Management; Customer services -- Marketing; Customer services -- Management; Customer services -- Management; Customer services -- Marketing; Service industries -- Management; Service industries -- Marketing; Electronic books
• Languages: English
• ISBNs: 9780761916116; 9781452231327; 1412973643; 9781412973649
• Related ISBNs: 145223132X; 0761916113; 0761916121
• Notes: Note: Includes bibliographical references and index.; Note: Includes bibliographical references and indexes.; Note: Description based on print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.