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Managing services marketing : text and readings / John E.G. Bateson, K. Douglas Hoffman.

By: Contributor(s): Material type: TextTextSeries: Dryden Press series in marketingPublication details: Fort Worth : Dryden Press, c1999.Edition: 4th edDescription: xvi, 471 p. : ill. ; 29 cm. ; casedISBN:
  • 0030225191
  • 9780030225192:
Subject(s): DDC classification:
  • 658.8
Contents:
test of services marketing theory: consumer information acquisition activities / Keith B. Murray -- Critical service encounters / Mary Jo Bitner Managing multiple demands: a role theory examination of the behaviors of customer contact service workers / Kristopher A. Weatherly and David A. Tansik -- The service operation -- The physical setting -- The service employees -- Communications strategy -- Service pricing policy -- The influence of store environment on quality inferences and store image / Julie Baker, Dhruv Grewal and A. Parasuraman -- What to tell consumers in waits of different lengths: an integrative model of service evaluation / Michael K. Hui and David K. Tse -- The effects of filled waiting time and service provider control over the delay on evaluations of service / Shirley Taylor -- The management of customer-contact service employees: an empirical investigation / Michael D. Hartline and O. C. Ferrell -- Going to extremes: managing service encounters and assessing provider pereformance / Linda L. Price, Eric J. Arnould and Patrick Tierney -- A comparison of advertising content: business to business versus consumer services / L. W. Turley and Scott W. Kelley -- Competing as a service firm: generic competitive strategies -- Customer satisfaction system -- Service recovery -- The customer retention system -- Competing as a service firm: service quality -- Competing as a service firm: building a customer-focused service organization -- Developing global strategies for service businesses / Christopher H. Lovelock and George S. Yip -- Customer satisfaction fables / Dawn Iacobucci, Kent Grayson and Amy Ostrom -- The American customer satisfaction index: nature, purpose, and findings / Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha and Barbara Everitt Bryant -- Customer evaluations of service complaint experiences: implications for relationship marketing / Stephen S. Tax, Stephen W. Brown and Murali Chandrashekaran -- Do customer loyalty programs really work? / Grahame Dowling and Mark Uncles -- Customer switching behavior in service industries: an exploratory study / Susan M. Keaveney -- Measuring service quality: a reexamination and extension / J. Joseph Cronin, Jr. and Steven A. Taylor -- Research note: improving the measurement of service quality / Tom J. Brown, Gilbert A. Churchill, Jr. and J. Paul Peter.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
General Lending Carlow Campus Library General Lending 658.8 (Browse shelf(Opens below)) 1 Available 51316
General Lending Carlow Campus Library General Lending 658.8 (Browse shelf(Opens below)) 1 Available 51317
Reference Carlow Campus Library Reference 658.8 (Browse shelf(Opens below)) 1 Not for loan 31431

CW083

CW838

Includes bibliographical references and index.

The service revolution -- Understanding the service consumer -- Understanding the service operation -- Understanding the service worker -- A test of services marketing theory: consumer information acquisition activities / Keith B. Murray -- Critical service encounters / Mary Jo Bitner Managing multiple demands: a role theory examination of the behaviors of customer contact service workers / Kristopher A. Weatherly and David A. Tansik -- The service operation -- The physical setting -- The service employees -- Communications strategy -- Service pricing policy -- The influence of store environment on quality inferences and store image / Julie Baker, Dhruv Grewal and A. Parasuraman -- What to tell consumers in waits of different lengths: an integrative model of service evaluation / Michael K. Hui and David K. Tse -- The effects of filled waiting time and service provider control over the delay on evaluations of service / Shirley Taylor -- The management of customer-contact service employees: an empirical investigation / Michael D. Hartline and O. C. Ferrell -- Going to extremes: managing service encounters and assessing provider pereformance / Linda L. Price, Eric J. Arnould and Patrick Tierney -- A comparison of advertising content: business to business versus consumer services / L. W. Turley and Scott W. Kelley -- Competing as a service firm: generic competitive strategies -- Customer satisfaction system -- Service recovery -- The customer retention system -- Competing as a service firm: service quality -- Competing as a service firm: building a customer-focused service organization -- Developing global strategies for service businesses / Christopher H. Lovelock and George S. Yip -- Customer satisfaction fables / Dawn Iacobucci, Kent Grayson and Amy Ostrom -- The American customer satisfaction index: nature, purpose, and findings / Claes Fornell, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha and Barbara Everitt Bryant -- Customer evaluations of service complaint experiences: implications for relationship marketing / Stephen S. Tax, Stephen W. Brown and Murali Chandrashekaran -- Do customer loyalty programs really work? / Grahame Dowling and Mark Uncles -- Customer switching behavior in service industries: an exploratory study / Susan M. Keaveney -- Measuring service quality: a reexamination and extension / J. Joseph Cronin, Jr. and Steven A. Taylor -- Research note: improving the measurement of service quality / Tom J. Brown, Gilbert A. Churchill, Jr. and J. Paul Peter.

51.16

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