Principles of Service Marketing and Management 4 pot

... 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 ... 1990), 31— 34; John Bowen, "Development of a Taxonomy of Services to Gain Strategic Marketing Insights," Journal of the Academy of Marketing...

Ngày tải lên: 07/02/2013, 09:52

... Academy of Marketing Science 28, no. 1 (2000): 138- 149 . 7. Philip Kotler, "Atmospherics as a Marketing Tool," Journal of Retailing, 49 , no. 4 (1973): 48 - 64. 8. Mary Jo Bitner, "Servicescapes: ... battles, and even reproductions of Venice and its canals. Servicescape Design The term servicescape describes the style and appearance of the physical s...

Ngày tải lên: 21/06/2014, 13:20

... Variability of Both Inputs and Outputs. It's not always easy to define a unit of service, raising questions as to what should be the basis for service pricing. And seemingly similar units of service ... value of a service may be sharply different post-use and pre-use, reflecting the experiential qual- ities of many services. When customers use a service and...

Ngày tải lên: 21/06/2014, 21:20

... 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 ... awareness of and interest in an unfamiliar service or brand • Build preference by communicating the strengths and benefits of a specific brand • Compare a service w...

Ngày tải lên: 21/06/2014, 21:20

... the standard has become 24/ 7 service 24 24/ 7 service: service that is hours a day, 7 days a week, around the world. Some services like telecommunica- available 24 hours a day, 7 tions and international ... Academy of Marketing Science 28, no. 1 (2000): 138- 149 . 7. Philip Kotler, "Atmospherics as a Marketing Tool," Journal of Retailing, 49 , no. 4 (1973): 4...

Ngày tải lên: 21/06/2014, 21:20

... "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 ... and Joby John, "Services as Theater: Guidelines and Implications," in Handbook of Service Marketing and Management, ed.Teresa A. Schwartz and...

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

... reservations, handling customers' coats, delivery and preparation of food, maintenance of facilities and equip- ment, training and assignment of staff for each task, and use of information ... examples of each for services that you have used recently. 4. Review the blueprint of the restaurant experience in this chapter (Figure 7 .4) . Identify and categorize eac...

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 ... awareness of and interest in an unfamiliar service or brand • Build preference by communicating the strengths and benefits of a specific brand • Compare a service w...

Ngày tải lên: 21/06/2014, 04:20