Customer Service Principles of Service Marketing and Management 3 ppt

... Underlying such failures is often a lack of understanding of some of the key principles of service marketing and management. Technological change affects many other types of services, too, from airfreight ... Service Management and Marketing (Lexington MA: Lexington Books, 1990), 31 34 ;John Bowen, "Development of a Taxonomy of Services to Gain Strategi...

Ngày tải lên: 07/02/2013, 09:52

... high-contact services? 4. Use Figures 3. 8 and 3. 9, plus Table 3. 2, to develop a profile of the service marketing system for a variety of services—hospital, airline, consulting engineer or legal service, ... P. Fisk, and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Schwart...

Ngày tải lên: 21/06/2014, 04:20

... L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management, (Thousand Oaks, ... Implications of the Flower of Service The eight categories of supplementary services that form the Flower of Service provide many options for enhancing the core servi...

Ngày tải lên: 21/06/2014, 04:20

... advantage of the low price." 15 Successful yield management strategies require an understanding of the shape of the demand curve and an ability to relate the size and price levels of the ... "Breaking Free from Product Marketing, " Journal of Marketing, 44 (April 1977): 73- 80. 3. Pierre Eiglier and Eric Langeard,"Services as Systems: Marketing I...

Ngày tải lên: 21/06/2014, 04:20

... the Service Offering," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage Publications, 2000), 191-200. 3. Leonard L. Berry and ... "Managing Word of Mouth Communications," Journal of Services Marketing 3 (Spring 1989): 55-67. 10. Eugene W.Anderson, " ;Customer Satisfaction and Word...

Ngày tải lên: 21/06/2014, 04:20

... understand how branding relates to individual offerings within a product line =4^ define the different types of service innovation 215 236 PART THREE • SERVICE MARKETING STRATEGY pany s service ... THREE . SERVICE MARKETING STRATEGY The Power of Service Brands brand: a name, phrase, design, symbol, or some combination of these elements that identifies a compa...

Ngày tải lên: 21/06/2014, 04:20

... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations of Service, " Journal of the Academy of Marketing Science 21, no. 1 (19 93) : 1-12. satisfaction-profit ... battles, and even reproductions of Venice and its canals. Servicescape Design The term servicescape describes the style and appearance of the physical surroundings...

Ngày tải lên: 21/06/2014, 04:20

... high-contact services? 4. Use Figures 3. 8 and 3. 9, plus Table 3. 2, to develop a profile of the service marketing system for a variety of services—hospital, airline, consulting engineer or legal service, ... P. Fisk, and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Schwart...

Ngày tải lên: 21/06/2014, 13:20

... "Understanding Contemporary Marketing: Development of a Classification Scheme," Journal of Marketing Management, 13, no.6 (1995), 501-522. 7. J. R. Copulsky and M.J.Wolf,"Relationship Marketing: ... sales and profits if they exhibited the ideal behav- ior profile of (1) buying all services offered by the firm, (2) never purchasing from competitors, and (3) p...

Ngày tải lên: 21/06/2014, 13:20