Service Marketing

Four-Volume Set Auflage
ISBN: 978-1-84920-574-0
Verlag: Sage Publications

Buch, Englisch, 1696 Seiten, Format (B × H): 156 mm x 234 mm, Gewicht: 3204 g

Reihe: SAGE Library in Marketing

With the rise in deregulated service-based economies in developed countries over the last 40 years, an understanding of the marketing of services is essential to the marketing student, researcher and practitioner. This four-volume collection is structured around the evolution of services marketing scholarship from 1970 to the present, giving an unprecedented, detailed account of the relationship between the theory and practice of services marketing and the changing social, economic and technical environments over time. Each volume takes a distinct time period and theme as its subject. Volumes One to Three offer the last word on services marketing research of the 20th century, with volume Four looking towards a unified marketing approach for the current century. Volume One: The Development of Ideas for the Marketing of Services describes the evolutionary stages of research that established the credibility of services marketing. Volume Two: The Creation of the Sub-Discipline of Services Marketing covers the period in which service marketing became recognised as a sub-discipline of marketing, with its own boundaries and debates. Volume Three: A Focus on Customer Experience and the Changing Roles of Customers and Consumers discusses the scholarship of the late twentieth-century which started to foreshadow changing consumer experiences brought about by technology. Volume Four: Towards a Unifying Marketing Approach through Service treats the service-dominant logic of marketing with a focus on the debates seeking to eliminate the division between business-to-business marketing and business-to-consumer marketing.

Autoren/Hrsg.

Baron, Steve

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Vertrieb
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

VOLUME ONE: THE DEVELOPMENT OF IDEAS FOR THE MARKETING OF SERVICES
What is Meant by Services? - J.M. Rathmell
The Marketing of Services: An Approach - K.J. Blois
Breaking Free from Product Marketing - Shostack, G.L.
A Service-Orientated Approach to Marketing of Services - C.A. Grönroos
Look to Customers to Increase Productivity - C.H. Lovelock and R.F. Young
A Paradigm for Developing Better Measures of Marketing Constructs - G.A. Churchill, Jr.
Growth Strategies for Service Firms - J.M. Carman and E. Langeard
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions - R.L. Oliver
The Customer Contact Approach to Services: Theoretical bases and practical extensions - R.B. Chase
The Experiential Aspects of Consumption: Consumer fantasies, feelings and fun - M.B. Holbrook and E.C. Hirschman
Classifying Services to Gain Strategic Marketing Insights - C.H. Lovelock
A Service Quality Model and its Marketing Implications - C.A. Grönroos
Designing Services That Deliver - G.L. Shostack
A Conceptual Model of Service Quality and Its Implications for Future Research - A. Parasuraman, V.A. Zeithaml and L.L Berry
Self-service Consumer: An exploratory study - J.E.G. Bateson
A Role Theory Perspective on Dyadic Interactions: The service encounter - M.R. Solomon, C. Surprenant, J.A. Czepiel and E.G. Gutman
Students are Important Consumers: Assessing satisfaction in a higher education context - J.S. Conant, J.J. Brown and M.P. Mokwa
Customers as Human Resources in Service Organizations - D.E. Bowen
The New Marketing-Developing Long-Term Interactive Relationships - E. Gummesson
The Development and Emergence of Services Marketing Thought - S.W. Brown, R.P. Fisk and M.J. Bitner
The Future of Services Marketing: Forecasts from ten service experts - S.J. Grove, R.P. Fisk and J. John
VOLUME TWO: THE CREATION OF THE SUB-DISCIPLINE OF SERVICES MARKETING
Service Positioning Through Structural Change - G.L. Shostack
SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality - A. Parasuraman, V.A. Zeithaml and L.L. Berry
Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence - V.A. Zeithaml
Compatibility Management: Customer-to-Customer Relationships in Service Environments - C.L. Martin and C.A. Pranter
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - M.J. Bitner, B.H. Booms and M.S. Tetreault
Defining and Measuring the Quality of Customer Service - B.R. Lewis and V.W. Mitchell
The Profitable Art of Service Recovery - C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr.
Technology, Design and Service Quality - J. Kingman-Brundage
Servicescapes: The impact of physical surroundings on customers and employees - M.J. Bitner
The Service Experience as Theater - S.J. Grove and R.P. Fisk
The Empowerment of Service Workers: What, why, how and when - D.E. Bowen and E.E. Lawler
Service Management: An Evaluation and the Future - E. Gummesson
The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management - M. Rafiq and P.K. Ahmed
The Commitment-Trust Theory of Relationship Marketing - R.M. Morgan and S.D. Hunt
Customer Loyalty: Toward an integrated conceptual framework - A.S. Dick and K. Basu
Putting the Service-Profit Chain to Work - J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger
Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm - C.A. Grönroos
The Importance of Servicescapes in Leisure Service Settings - K.L. Wakefield and J.G. Blodgett
Unacquainted Influencers: When strangers interact in the retail setting - M.A. McGrath and C. Otnes
Customers as Oral Participants in a Service Setting - K. Harris, S. Baron and J. Ratcliffe
SERVQUA

Über Autor(innen)

Baron, Steve
Steve Baron is Professor of Marketing, and Director of the Centre for Experiential Consumption Studies at the University of Liverpool, UK. He is joint author of a book on Services Marketing (Third Edition, Palgrave, 2008), and also joint author of Relationship Marketing (SAGE, 2009). He has published work in many academic journals, including Journal of Service Research, Journal of Services Marketing, International Journal of Service Industry Management, European Journal of Marketing, Journal of Marketing Management, Journal of Business Research and International Journal of Market Research. He is Deputy Editor of Journal of Customer Behaviour, and on the Editorial Advisory Boards of Journal of Services Marketing, Service Science, and Service Business: an International Journal.