... 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...
... "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,...
... 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...
... 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...
... "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...
... 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...
... 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...
... "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,...
... 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...