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Handbook of Services Marketing and Management
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Handbook of Services Marketing and Management

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November 1999 | 536 pages | SAGE Publications, Inc
"What a rarity to see a who's who of thought leaders on any subject create original material for an anthology. It's a real collegial tribute to Teresa A. Swartz and Dawn Iacobucci that they have been able to assemble such a treasure of original material—including some of the last from our late friend and colleague, Eric Langeard—on topics important to services marketing and management."
—James Heskett, Harvard Business School

"The Handbook of Services Marketing and Management provides an excellent introduction to the topics and issues that define service marketing today. Editors Swartz and Iacobucci have recruited many of the leading names in service research to write the chapters in the book, ensuring that the Handbook will be a valuable reference for years to come."
—Roland T. Rust, Journal of Service Research

"This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics."
—A. Parasuraman, University of Miami, FL

"Service business today constitute the largest sector in advanced economies. This new Handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings."
—Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University

"Services, because of their intangibility, variability, and perishability, call for management and marketing skills of a high order. This new Handbook belongs in the working library of managers charged with managing and marketing the service offerings of hotels, restaurant chains, airlines, telecommunications companies, entertainment companies, professional services firms, and countless other services industries."
—Philip Kotler, S.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern University

Despite the growth in services research and the dominance of services in the world economy, no one book has emerged as a comprehensive guide for researchers and professionals–until now! The Handbook of Services Marketing and Management presents state-of-the-art perspectives in the foundations of services, while simultaneously challenging and expanding current services practices. Editors Teresa A. Swartz and Dawn Iacobucci invited the world's leading experts on services marketing and management to author individual chapters. The result is an experienced, international, eclectic, and cross-disciplinary mix of authors, all contributing cutting-edge material on the frontiers of service research. This handbook includes a unique mix of both in-depth chapters as well as shorter, more focused "mini" chapters, which treat emerging issues in the field of services. This structure makes the Handbook the most thorough reference possible. The Handbook of Services Marketing and Management should have a place on the bookshelves of every academic, graduate student, and professional in the critical area of services.

Teresa A Swartz and Dawn Iacobucci
Introduction
Pierre Eiglier and Eric Langeard
Services in the Village
Christian Grönroos
Services Marketing Comes of Age
 
PART ONE: SERVICES: THE SETTING
 
1: Environment/Performance
Stephen J Grove, Raymond P Fisk and Joby John
Services as Theater
Guidelines and Implications  
Mary Jo Bitner
The Servicescape
Kent Grayson and David Shulman
Impression Management in Services Marketing
Janet Wagner
A Model of Aesthetic Value in the Servicescape
 
2: Technology/Participation
James G Barnes, Peter A Dunne and William J Glynn
Self-Service and Technology
Unanticipated and Unintended Effects on Customer Relationships  
Pratibha A Dabholkar
Technology in Service Delivery
Implications for Self-Service and Service Support  
Amy Risch Rodie and Susan Schultz Kleine
Customer Participation in Services Production and Delivery
John E G Bateson
Perceived Control and the Service Experience
 
PART TWO: SERVICES: DEMAND MANAGEMENT
Steven M Shugan and Sonja Radas
Services and Seasonal Demand
Shirley Taylor and Gordon Fullerton
Waiting for Service
Perceptions Management of the Wait Experience  
Paul J Kraus
Pricing the Service Offering
An Integrative Perspective  
 
PART THREE: EXCELLENCE AND PROFITABILITY
Roger Hallowell and Leonard A Schlesinger
The Service Profit Chain
Intellectual Roots, Current Realities and Future Prospects  
Anthony J Zahorik, Roland T Rust and Timothy L Keiningham
Estimating the Return on Quality
Providing Insights into Profitable Investments in Service Quality  
Richard L Oliver
Customer Satisfaction with Service
Eugene W Anderson and Claes Fornell
The Customer Satisfaction Index as a Leading Indicator
 
PART FOUR: SERVICE RECOVERY
Stephen S Tax and Stephen W Brown
Service Recovery
Research Insights and Practices  
Nancy Stephens
Complaining
Amy L Ostrom and Christopher W L Hart
Service Guarantees
Research and Practice  
 
PART FIVE: SERVICE RELATIONSHIPS
Paul G Patterson and Tony Ward
Relationship Marketing and Management
Martin Wetzels, Ko de Ruyter and Jos Lemmink
Antecedents and Consequences of Service Quality in Business-to-Business Services
Devon S Johnson and Kent Grayson
Sources and Dimensions of Trust in Service Relationships
Barbara Gutek
Service Relationships, Pseudo-Relationships and Encounters
Laurette Dubé and Stowe Shoemaker
Brand Switching and Loyalty for Services
John Deighton
Frequency Programs in Service Industries
Rashi Glazer
Smart Services
Competitive Advantage through Information-Intensive Strategies  
 
PART SIX: SERVICES: THE FIRM
Christopher H Lovelock
Functional Integration in Services
Understanding the Links between Marketing, Operations and Human Resources  
David E Bowen, Benjamin Schneider and Sandra S Kim
Shaping Service Cultures through Strategic Human Resource Management
Richard B Chase and Ray M Haynes
Service Operations Management
A Field Guide  
James Cross and Bruce J Walker
Addressing Services Marketing Challenges through Franchising
Dawn Iacobucci and Teresa A Swartz
Closing Observations

"This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics." 

A. Parasuraman
University of Miami, FL

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