000			03056nam a2200193 4500
999			_c642 _d642
020			_a0030990351
022			_a 9780030990359
022			_a1861524382
022			_a9781861524386
050			_aHD9980
100			_a Mark Gabbott
110			_a Gillian Hogg
245			_aContemporary services marketing management : a reader _c Gillian Hogg
260			_aLondon _b Dryden _c©1997
300			_axiv, 537 pages : illustrations ; 25 cm
500			_aIncludes index
505			_aIntroduction / Mark Gabbott and Gillian Hogg -- Breaking free from product marketing / G.L. Shostack -- Classifying services to gain strategic marketing insights / C.H. Lovelock -- How consumer evaluation processes differ between goods and services / V.A. Zeithaml -- A service-orientated approach to marketing of services / C. Gronroos -- What is meant by services? / J.M. Rathmell -- Dramatizing the service experience: a managerial approach / S.J. Grove, R.P. Fisk, and M.J. Bitner -- The impact of services versus goods on consumers' assessment of perceived risk and variability / K.B. Murray and J.L. Schlacter -- Perceived control and the effects of crowding and consumer choice on the service experience / M.K. Hui and J.E.G. Bateson -- Consumer behavior and services: a review / M. Gabbott and G. Hogg -- Critical service encounters: the employee's viewpoint / M.J. Bitner, B.H. Booms and L.A. Mohr -- SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality / A. Parasuraman, V.A. Zeithaml and L.L. Berry -- Measuring service quality: a reexamination and extension / J.J. Cronin and S.A. Taylor -- Expectations, performance evaluation, and consumers' perceptions of quality / R.K. Teas -- SERVQUAL: review, critique, research agenda / F. Buttle -- A dynamic process model of service quality: from expectations to behavioral intentions / W. Boulding, A. Kalra, R. Staelin and V.A. Zeithaml -- A multistage model of customers' assessments of service quality and value / R.N. Bolton and J.H. Drew -- Buyer perceived service quality in industrial networks / M. Holmlund and S. Kock -- From scientific management to service management: a management perspective for the age of service competition / C. Gronroos -- Towards a classification of service processes / R. Silvestro, L. Fitzgerald, R. Johnston and C. Voss. (Cont.) Sustainable competitive advantage in service industries: a conceptual model and research propositions / S.G. Bharadwaj, P.R. Varadarajan and J. Fahy -- Service firms' international entry-mode choice: a modified transaction-cost analysis approach / M.K. Erramilli and C.P. Rao -- The consumer rules? An examination of the rhetoric and 'reality' of marketing in financial services / D. Knights, A. Sturdy, and G. Morgan -- River magic: extraordinary experience and the extended service encounter / E.J. Arnould and L.L. Price -- Service breakdowns: a study of critical incidents in an airline / B. Edvardsson -- Managing quality in business-to-business services / I.T.D. Szmigin.
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