Principles of Service Marketing and Management 8 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 ... Service Management and Marketing (Lexington MA: Lexington Books, 1990), 31—34;John Bowen, "Development of a Taxonomy of Services to Gain Strategic...

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 ... 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, 13:20

... 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 ... as the zone of tolerance—from desired service (an ideal) to a threshold level of merely adequate service. Service providers should design SERVICE MARKETING STRATEGY...

Ngày tải lên: 21/06/2014, 13:20

... bank. value and quality of the firm's services and achievement of profits (or of broader social objectives in the case of nonprofit organiza- tions). Leadership in marketing is often tied ... 0.75 0 .80 0 .85 0.90 0.95 1.0 0.0111 0.0264 0.0500 0. 083 3 0.1 285 0. 188 4 0.2666 0.3 681 0.5000 0.6722 0.9000 1.2071 1.6333 2.2500 3.2000 4 .81 66 8. 1000...

Ngày tải lên: 21/06/2014, 13:20

... Cultures through Strategic Human Resource Management, " in Handbook of Services Marketing and Management, ed.T. Schwartz and D. Iacobucci (Thousand Oaks, CA: Sage Publications, 2000), 439-454. ... Business Review 78 (March- April, 2000): 78- 93. 3 78 PART FIVE • INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES TABLE 17.2 Four Levels of Service Performance...

Ngày tải lên: 21/06/2014, 13:20

... 0.75 0 .80 0 .85 0.90 0.95 1.0 0.0111 0.0264 0.0500 0. 083 3 0.1 285 0. 188 4 0.2666 0.3 681 0.5000 0.6722 0.9000 1.2071 1.6333 2.2500 3.2000 4 .81 66 8. 1000 18. 0500 0.00 08 0.0020 ... both productivity and customer satisfaction. value and quality of the firm's services and achievement of profits (or of broader social objectives in the case of...

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, ... Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management (Thousand Oaks, CA: Sage Publications, 2000), 255-270. See also Claes Forneil, Michael D.Johns...

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 ... 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 find that...

Ngày tải lên: 21/06/2014, 04:20