Customer Service Principles of Service Marketing and Management 2 docx
Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
... 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 ... (April 1 923 ): 28 2 -28 9.
3. See, for example, Christopher H. Lovelock, "Classifying Services to Gain Strategic
Marketing Insights,"Journal of Mar...
Customer Service Principles of Service Marketing and Management_3 ppt
... Delivery," in Handbook of Service Marketing and Management, ed. Teresa A.
Schwartz and Dawn Iacobucci (Thousand Oaks, CA: Sage Publications, 20 00), 111- 125 .
29 . Benjamin Schneider and David E. ... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21 , n...
Customer Service Principles of Service Marketing and Management_5 pptx
... Schwartz and Dawn Iacobucci, Handbook of Service Marketing and
Management (Thousand Oaks, CA: Sage Publications, 20 00), 25 5 -27 0. See also Claes
Forneil, Michael D.Johnson, Eugene W.Anderson, ...
AMACOM, 1997).
26 . Amy L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in
Teresa A. Schwartz and Dawn Iacobucci, Handbook of Se...
Customer Service Principles of Service Marketing and Management_6 pptx
... 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 ...
20 01.
2. G. Lynn Shostack, "Breaking Free from Product Marketing, " Journal of Marketing, 44
(April 1977): 73-80.
3. Pierre Eiglier and Eric Langeard,"Servi...
Customer Service Principles of Service Marketing and Management_7 doc
... sites, December 20 00.
2. Paul J. Kraus, "Pricing the Service Offering," in Teresa A. Schwartz and Dawn Iacobucci,
Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage ... February 20 01, 12 18.
6. Valarie A. Zeithaml, "Consumer Perceptions of Price, Quality, and Value: A Means-End
Model and Synthesis of Evidence," Journal of...
Customer Service Principles of Service Marketing and Management_8 doc
... volume of business and the customer mix.
23 9
22 2
PART THREE • SERVICE MARKETING STRATEGY
To create a perceptual map, researchers first identify attributes that are important to
customers and ... understand how branding relates to
individual offerings within a product
line
=4^ define the different types of service
innovation
21 5
23 6 PART THREE • SERVICE MARKET...
Customer Service Principles of Service Marketing and Management_9 pptx
... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21 , no. 1 (1993): 1- 12.
satisfaction-profit ... Journal of Service Industry
Management 8, no. 1 (1997): 26 -41.
10. James L. Heskett,W. Earl Sasserjr., and Leonard A. Schlesinger, The Service Profit Chain
(NewYor...
Customer Service Principles of Service Marketing and Management_2 docx
... Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21 , no. 1 (1993): 1- 12.
predicted service: the level
of service quality a customer
believes ... Delivery," in Handbook of Service Marketing and Management, ed. Teresa A.
Schwartz and Dawn Iacobucci (Thousand Oaks, CA: Sage Publications, 20 00), 111- 1...
Customer Service Principles of Service Marketing and Management_3 pdf
... "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: ...
in consumer marketing environments where customers are encouraged to refer friends
and acquaintances to the service provider.
122
PART TWO
• THE SERVICE...