’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.
Spis treści
Introduction – Teresa A Swartz and Dawn Iacobucci
Services in the Village – Pierre Eiglier and Eric Langeard
Services Marketing Comes of Age – Christian Grönroos
PART ONE: SERVICES: THE SETTING
1: Environment/Performance
Services as Theater – Stephen J Grove, Raymond P Fisk and Joby John
Guidelines and Implications
The Servicescape – Mary Jo Bitner
Impression Management in Services Marketing – Kent Grayson and David Shulman
A Model of Aesthetic Value in the Servicescape – Janet Wagner
2: Technology/Participation
Self-Service and Technology – James G Barnes, Peter A Dunne and William J Glynn
Unanticipated and Unintended Effects on Customer Relationships
Technology in Service Delivery – Pratibha A Dabholkar
Implications for Self-Service and Service Support
Customer Participation in Services Production and Delivery – Amy Risch Rodie and Susan Schultz Kleine
Perceived Control and the Service Experience – John E G Bateson
PART TWO: SERVICES: DEMAND MANAGEMENT
Services and Seasonal Demand – Steven M Shugan and Sonja Radas
Waiting for Service – Shirley Taylor and Gordon Fullerton
Perceptions Management of the Wait Experience
Pricing the Service Offering – Paul J Kraus
An Integrative Perspective
PART THREE: EXCELLENCE AND PROFITABILITY
The Service Profit Chain – Roger Hallowell and Leonard A Schlesinger
Intellectual Roots, Current Realities and Future Prospects
Estimating the Return on Quality – Anthony J Zahorik, Roland T Rust and Timothy L Keiningham
Providing Insights into Profitable Investments in Service Quality
Customer Satisfaction with Service – Richard L Oliver
The Customer Satisfaction Index as a Leading Indicator – Eugene W Anderson and Claes Fornell
PART FOUR: SERVICE RECOVERY
Service Recovery – Stephen S Tax and Stephen W Brown
Research Insights and Practices
Complaining – Nancy Stephens
Service Guarantees – Amy L Ostrom and Christopher W L Hart
Research and Practice
PART FIVE: SERVICE RELATIONSHIPS
Relationship Marketing and Management – Paul G Patterson and Tony Ward
Antecedents and Consequences of Service Quality in Business-to-Business Services – Martin Wetzels, Ko de Ruyter and Jos Lemmink
Sources and Dimensions of Trust in Service Relationships – Devon S Johnson and Kent Grayson
Service Relationships, Pseudo-Relationships and Encounters – Barbara Gutek
Brand Switching and Loyalty for Services – Laurette Dubé and Stowe Shoemaker
Frequency Programs in Service Industries – John Deighton
Smart Services – Rashi Glazer
Competitive Advantage through Information-Intensive Strategies
PART SIX: SERVICES: THE FIRM
Functional Integration in Services – Christopher H Lovelock
Understanding the Links between Marketing, Operations and Human Resources
Shaping Service Cultures through Strategic Human Resource Management – David E Bowen, Benjamin Schneider and Sandra S Kim
Service Operations Management – Richard B Chase and Ray M Haynes
A Field Guide
Addressing Services Marketing Challenges through Franchising – James Cross and Bruce J Walker
Closing Observations – Dawn Iacobucci and Teresa A Swartz
O autorze
Dawn Iacobucci is the E. Bronson Ingram Professor of Marketing at the Owen Graduate School of Management, Vanderbilt University. Previously she was the Senior Associate Dean for Owen (2008-2010), Professor of Marketing at the Kellogg School of Management, Northwestern University (1987-2004), the Coca-Cola Distinguished Professor of Marketing, Professor of Psychology and Head of the Marketing Department of the University of Arizona (2001-2002), and the John Pomerantz Professor of Marketing at Wharton, of the University of Pennsylvania (2004 to 2007). She received her M.S. in Statistics, and M.A. and Ph.D. in Quantitative Psychology from the University of Illinois at Urbana-Champaign. Her research on models for social networks and other methodological research questions has been published in the Journal of Marketing, the Journal of Marketing Research, Harvard Business Review, Journal of Consumer Psychology, International Journal of Research in Marketing, Marketing Science, Journal of Service Research, Psychometrika, Psychological Bulletin, and Social Networks. Iacobucci teaches Marketing Management, Marketing Strategy, Marketing Research, Marketing Models, Services Marketing, and New Products to MBA and undergraduate students and multivariate statistics and methodological topics in Ph.D. seminars. She is recent editor of both the Journal of Consumer Research and Journal of Consumer Psychology. She edited Networks in Marketing, Handbook of Services Marketing and Management, Kellogg on Marketing, Kellogg on Integrated Marketing, she is author of Marketing Management (Thomson), the first new MBA text in years, Mediation Analysis, and she is co-author on Gilbert Churchill′s lead text on Marketing Research (Thomson).
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