Customer Service Principles of Service Marketing and Management 5 docx

... 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 ... Johnston, and Christopher Voss, "Towards a Classification of Service Processes," International Journal of Service Industry Management 3, no. 3...

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 ... in Services Production and Delivery," in Handbook of Service Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand Oaks,...

Ngày tải lên: 21/06/2014, 04:20

... Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage Publications, 2000), 255 -270. See also Claes Forneil, Michael D.Johnson, Eugene W.Anderson, ... L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Manag...

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 ... exceeds customer expectations. These actions include recording reservations, handling customers' coats, delivery and preparation of food, maintenance of facilities a...

Ngày tải lên: 21/06/2014, 04:20

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

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 2 15 236 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 comp...

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 ... colorful signage, and costumed employees of theme parks like Disneyland and Legoland contribute to the sense of fun and excitement that visitors encounter on arrival an...

Ngày tải lên: 21/06/2014, 04:20

... "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 ... in Services Production and Delivery," in Handbook of Service Marketing and Management, ed. Teresa A. Schwartz and Dawn Iacobucci (Thousand Oaks,...

Ngày tải lên: 21/06/2014, 13:20

... Brodie, and Hugh J. Munro, "Understanding Contemporary Marketing: Development of a Classification Scheme," Journal of Marketing Management, 13, no.6 (19 95) , 50 1 -52 2. 7. J. R. Copulsky and ... transfer brand loyalty from a current service provider to a competitor. Realizing the Full Profit Potential of a Customer Relationship How much is a loyal custome...

Ngày tải lên: 21/06/2014, 13:20