Managing services marketing : text and readings / John E.G. Bateson, K. Douglas Hoffman.
Material type: TextSeries: Dryden Press series in marketingPublication details: Fort Worth : Dryden Press, c1999.Edition: 4th edDescription: xvi, 471 p. : ill. ; 29 cm. ; casedISBN:- 0030225191
- 9780030225192:
- 658.8
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