Customer Service Principles of Service Marketing and Management 7 doc

... 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 ... Lovelock, "Classifying Services to Gain Strategic Marketing Insights,"Journal of Marketing 47 (Summer 1983): 9—20; Christian Gronroos, Service Ma...

Ngày tải lên: 07/02/2013, 09:52

... "Self -Service and Technology: Unanticipated and Unintended Effects on Customer Relationships," in Handbook of Service Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand ... P. Fisk, and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Sch...

Ngày tải lên: 21/06/2014, 04:20

... AMACOM, 19 97) . 26. Amy L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management, ... what their customers want and expect in each element of the service. 2. Guarantees set clear standards, telling customers and employees alike what the company st...

Ngày tải lên: 21/06/2014, 04:20

... "Breaking Free from Product Marketing, " Journal of Marketing, 44 (April 1 977 ): 73 -80. 3. Pierre Eiglier and Eric Langeard,"Services as Systems: Marketing Implications," in ... 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...

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

... THREE . SERVICE MARKETING STRATEGY The Power of Service Brands brand: a name, phrase, design, symbol, or some combination of these elements that identifies a company's services and differentiates ... sofa-bed and 2 chairs • Large desk • Coffee table • Coffee maker and small refrigerator SERVICE STANDARDS Full service including: • Rapid check in/check out s...

Ngày tải lên: 21/06/2014, 04:20

... battles, and even reproductions of Venice and its canals. Servicescape Design The term servicescape describes the style and appearance of the physical surroundings where customers and service ... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993...

Ngày tải lên: 21/06/2014, 04:20

... Peter A. Dunne, and William J. Glynn, "Self -Service and Technology: Unanticipated and Unintended Effects on Customer Relationships," in Handbook of Service Marketing and Management, ed. ... nature of the customer experience. In all types of services, understanding and managing service encounters between cus- tomers and service personnel are central...

Ngày tải lên: 21/06/2014, 13:20

... value of a customer who remains loyal to a firm =^ provide examples of customer loyalty programs =£> identify different types of customer misbehaviors and strategies for handling them 97 ... "Understanding Contemporary Marketing: Development of a Classification Scheme," Journal of Marketing Management, 13, no.6 (1995), 501-522. 7. J. R. Copulsky...

Ngày tải lên: 21/06/2014, 13:20