Services marketing in a changing environment /
Services marketing in a changing environment /
edited by Thomas M. Bloch, Gregory D. Upah, Valarie A. Zeithaml.
- Chicago, IL : American Marketing Association, c1985.
- vi, 138 p. : ill. ; 28 cm. ; pbk.
- Proceedings series / American Marketing Association .
- Proceedings series (American Marketing Association) .
CW083, CW121 CW838
Includes bibliographies and index.
[Achieving excellence in services marketing] The Merrill Lynch quality program / Mary J. Rudie and H. Brant Wansley -- American Airlines - a commitment to excellence / W. E. Crosby -- Marriott philosophies / Todd Clist -- Keys to successful services marketing: customer orientation, creed, consistency / Diane Schmalensee, Kenneth Bernhardt and Nancy Gust. [Strategic services marketing in a changing environment] Can we be "consumer-oriented" in a changing financial service world? / Claudia E. Marshall -- Marketing telecommunications in a changing environment / Michael Moody -- Financial services retailing at Sears / Gene Harmon. [Emerging service organizations in new service industries] HBO: the unique challenges of new service marketing / Matthew C. Blank -- Hyatt Legal Service: an emerging service organization in a new service industry / Wayne G. Willis. [Service market development and analysis] Service adjuncts: conceptual tool for service marketers / James B. Shanahan -- Using consumer research to develop service enhancements / Rob Ayers and Robert Shulman. [Impression management in services marketing] The corporate identity matrix: how services can connect corporate and brand communications / Charles A. Moldenhauer -- Internal marketing - theory and practices / Christian Grönroos. [Understanding consumer behavior in the service encounter] The critical incident as a technique for analyzing the service encounter / Mary Jo Bitner, Jody D. Nyquist and Bernard H. Booms -- Time budgets and consumer services / Beverlee B. Anderson -- Dimensions of personalization / Carol F. Surprenant and Michael R. Solomon -- Researching the service consumer / John E. G. Bateson. [New research approaches to services marketing] Census information for servic marketers / James A. Aanestad -- Financial services deregulation and the changes in consumer attitude towards banks and savings and loans: a longitudinal study / Frederick W. Langrehr -- Segmenting hotel business customers: a benefit clustering approach / K. E. Kristian Moller, Jarmo R. Lehtinen, Gunnar Rosenqvist and Kaj Storbacka -- Adopter incentives in social marketing: the case of recycling / Debra Jones Ringold and Paul N. Bloom -- Marketing veterinary services: a statewide study of marketing practice / Roger D. Freeman, Raymond D. Fisk and B. Curtis Hamm -- The role of the National Office in marketing accounting services / Carol Congram. [New views on services marketing concepts] The conceptual meaning of marketing services / Olli T. Ahtola -- A market-oriented taxonomy of public services: implications for marketing management / Mary C. Gilly and Debra L. Dean -- Applying the concept of marketing channels to services requires some modification / M. Christine Lewis -- Distribution changes for financial services / James H. Fouss. [Theoretical indights on services marketing] Personal construct theory: a foundation for driving tangible surrogates in services marketing / David M. Klein -- The production cue hypothesis and the marketing of legal services / Marie Adele Hughes and Jack J. Kasulis -- "Participatizing" the service encounter: a theoretical framework / Patriza Silpakit and Raymond P. Fisk. [International perspectives on services marketing] Services and thoughtware goes international / Leif Edvinsson. [Service evaluation and selection] Processing information regarding service industries / Minette E. Drumwright -- Business executives' evaluations of various aspects of outside legal services / Donald W. Jackson, Jr., Stephen W. Brown and Janet E. Keith -- Not just any doctor: particularism and the marketing of services / Gail Miller.
0877571740 (pbk.) 9780877571742
84024307
Marketing.
Professions--Marketing
Service industries.
Hospitality & service industries
Sales & marketing
658.8
CW083, CW121 CW838
Includes bibliographies and index.
[Achieving excellence in services marketing] The Merrill Lynch quality program / Mary J. Rudie and H. Brant Wansley -- American Airlines - a commitment to excellence / W. E. Crosby -- Marriott philosophies / Todd Clist -- Keys to successful services marketing: customer orientation, creed, consistency / Diane Schmalensee, Kenneth Bernhardt and Nancy Gust. [Strategic services marketing in a changing environment] Can we be "consumer-oriented" in a changing financial service world? / Claudia E. Marshall -- Marketing telecommunications in a changing environment / Michael Moody -- Financial services retailing at Sears / Gene Harmon. [Emerging service organizations in new service industries] HBO: the unique challenges of new service marketing / Matthew C. Blank -- Hyatt Legal Service: an emerging service organization in a new service industry / Wayne G. Willis. [Service market development and analysis] Service adjuncts: conceptual tool for service marketers / James B. Shanahan -- Using consumer research to develop service enhancements / Rob Ayers and Robert Shulman. [Impression management in services marketing] The corporate identity matrix: how services can connect corporate and brand communications / Charles A. Moldenhauer -- Internal marketing - theory and practices / Christian Grönroos. [Understanding consumer behavior in the service encounter] The critical incident as a technique for analyzing the service encounter / Mary Jo Bitner, Jody D. Nyquist and Bernard H. Booms -- Time budgets and consumer services / Beverlee B. Anderson -- Dimensions of personalization / Carol F. Surprenant and Michael R. Solomon -- Researching the service consumer / John E. G. Bateson. [New research approaches to services marketing] Census information for servic marketers / James A. Aanestad -- Financial services deregulation and the changes in consumer attitude towards banks and savings and loans: a longitudinal study / Frederick W. Langrehr -- Segmenting hotel business customers: a benefit clustering approach / K. E. Kristian Moller, Jarmo R. Lehtinen, Gunnar Rosenqvist and Kaj Storbacka -- Adopter incentives in social marketing: the case of recycling / Debra Jones Ringold and Paul N. Bloom -- Marketing veterinary services: a statewide study of marketing practice / Roger D. Freeman, Raymond D. Fisk and B. Curtis Hamm -- The role of the National Office in marketing accounting services / Carol Congram. [New views on services marketing concepts] The conceptual meaning of marketing services / Olli T. Ahtola -- A market-oriented taxonomy of public services: implications for marketing management / Mary C. Gilly and Debra L. Dean -- Applying the concept of marketing channels to services requires some modification / M. Christine Lewis -- Distribution changes for financial services / James H. Fouss. [Theoretical indights on services marketing] Personal construct theory: a foundation for driving tangible surrogates in services marketing / David M. Klein -- The production cue hypothesis and the marketing of legal services / Marie Adele Hughes and Jack J. Kasulis -- "Participatizing" the service encounter: a theoretical framework / Patriza Silpakit and Raymond P. Fisk. [International perspectives on services marketing] Services and thoughtware goes international / Leif Edvinsson. [Service evaluation and selection] Processing information regarding service industries / Minette E. Drumwright -- Business executives' evaluations of various aspects of outside legal services / Donald W. Jackson, Jr., Stephen W. Brown and Janet E. Keith -- Not just any doctor: particularism and the marketing of services / Gail Miller.
0877571740 (pbk.) 9780877571742
84024307
Marketing.
Professions--Marketing
Service industries.
Hospitality & service industries
Sales & marketing
658.8