Customer Service Principles of Service Marketing and Management 6 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 ... technologies may offer alternative ways of creating and delivering services 51 16 PART ONE • UNDERSTANDING SERVICES FIGURE 1 .6 Factors Stimulating the...

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

... 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, (Thousand ... 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 s...

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 an...

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 2 36 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 ... 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. ... Behavioral Consequences of Service Quality," Journal of Marketing 60 (April 19 96) : 31— 46. 9. Cathy Johnson and Brian P. Mathews, "The Influence of...

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: ... 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...

Ngày tải lên: 21/06/2014, 13:20