Service Marketing / Edition 1 available in Hardcover
- Pub. Date:
- SAGE Publications
With the rise in deregulated service-based economies in developed countries over the last forty years, an understanding of the marketing of services is essential to the marketing student, researcher, and practitioner. This four-volume collection is structured around the evolution of services marketing scholarship from 1970 to the present, giving an unprecedented, detailed account of the relationship between the theory and practice of services marketing and the changing social, economic, and technical environments over time. Each volume takes a distinct time period and theme as its subject. Volumes one to three offer the last word on services marketing research of the 20th century, with volume four looking towards a unified marketing approach for the current century.
About the Author
Steve Baron is Professor of Marketing, and Director of the Centre for Experiential Consumption Studies at the University of Liverpool, UK. He is joint author of a book on Services Marketing (Third Edition, Palgrave, 2008), and also joint author of Relationship Marketing (SAGE, 2009). He has published work in many academic journals, including Journal of Service Research, Journal of Services Marketing, International Journal of Service Industry Management, European Journal of Marketing, Journal of Marketing Management, Journal of Business Research and International Journal of Market Research. He is Deputy Editor of Journal of Customer Behaviour, and on the Editorial Advisory Boards of Journal of Services Marketing, Service Science, and Service Business: an International Journal.
Table of Contents
VOLUME ONE: THE DEVELOPMENT OF IDEAS FOR THE MARKETING OF SERVICES What is Meant by Services? - J.M. Rathmell The Marketing of Services: An Approach - K.J. Blois Breaking Free from Product Marketing - Shostack, G.L. A Service-Orientated Approach to Marketing of Services - C.A. Grönroos Look to Customers to Increase Productivity - C.H. Lovelock and R.F. Young A Paradigm for Developing Better Measures of Marketing Constructs - G.A. Churchill, Jr. Growth Strategies for Service Firms - J.M. Carman and E. Langeard A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions - R.L. Oliver The Customer Contact Approach to Services: Theoretical bases and practical extensions - R.B. Chase The Experiential Aspects of Consumption: Consumer fantasies, feelings and fun - M.B. Holbrook and E.C. Hirschman Classifying Services to Gain Strategic Marketing Insights - C.H. Lovelock A Service Quality Model and its Marketing Implications - C.A. Grönroos Designing Services That Deliver - G.L. Shostack A Conceptual Model of Service Quality and Its Implications for Future Research - A. Parasuraman, V.A. Zeithaml and L.L Berry Self-service Consumer: An exploratory study - J.E.G. Bateson A Role Theory Perspective on Dyadic Interactions: The service encounter - M.R. Solomon, C. Surprenant, J.A. Czepiel and E.G. Gutman Students are Important Consumers: Assessing satisfaction in a higher education context - J.S. Conant, J.J. Brown and M.P. Mokwa Customers as Human Resources in Service Organizations - D.E. Bowen The New Marketing-Developing Long-Term Interactive Relationships - E. Gummesson The Development and Emergence of Services Marketing Thought - S.W. Brown, R.P. Fisk and M.J. Bitner The Future of Services Marketing: Forecasts from ten service experts - S.J. Grove, R.P. Fisk and J. John VOLUME TWO: THE CREATION OF THE SUB-DISCIPLINE OF SERVICES MARKETING Service Positioning Through Structural Change - G.L. Shostack SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality - A. Parasuraman, V.A. Zeithaml and L.L. Berry Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence - V.A. Zeithaml Compatibility Management: Customer-to-Customer Relationships in Service Environments - C.L. Martin and C.A. Pranter The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - M.J. Bitner, B.H. Booms and M.S. Tetreault Defining and Measuring the Quality of Customer Service - B.R. Lewis and V.W. Mitchell The Profitable Art of Service Recovery - C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr. Technology, Design and Service Quality - J. Kingman-Brundage Servicescapes: The impact of physical surroundings on customers and employees - M.J. Bitner The Service Experience as Theater - S.J. Grove and R.P. Fisk The Empowerment of Service Workers: What, why, how and when - D.E. Bowen and E.E. Lawler Service Management: An Evaluation and the Future - E. Gummesson The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management - M. Rafiq and P.K. Ahmed The Commitment-Trust Theory of Relationship Marketing - R.M. Morgan and S.D. Hunt Customer Loyalty: Toward an integrated conceptual framework - A.S. Dick and K. Basu Putting the Service-Profit Chain to Work - J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm - C.A. Grönroos The Importance of Servicescapes in Leisure Service Settings - K.L. Wakefield and J.G. Blodgett Unacquainted Influencers: When strangers interact in the retail setting - M.A. Mc Grath and C. Otnes Customers as Oral Participants in a Service Setting - K. Harris, S. Baron and J. Ratcliffe SERVQUAL: Review, Critique, Research Agenda - F. Buttle VOLUME THREE: A FOCUS ON CUSTOMER EXPERIENCE AND THE CHANGING ROLES OF CUSTOMERS AND CONSUMERS Welcome to the Experience Economy - B.J. Pine II and J.H. Gilmore Service Recovery Strategies for Single and Double Deviation Scenarios - R. Johnston and A. Fern Self-Service Technologies: Understanding customer satisfaction with technology-based service encounters - M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner Developing an e Service Strategy - C. Voss Retail Theater : The intended effect of the performance - S. Baron, K. Harris and R. Harris Being in the Zone: Staging retail theater at ESPN zone Chicago - J.F. Sherry Jr., R.V. Kozinets, D. Storm, A. Duhachek, K. Nuttavuthisit and B. De Berry-Spence Customer Equity Management: Charting new directions for the future of marketing - J.E. Hogan, K.N. Lemon and R.T. Rust Exploring Service Sabotage: The antecedents, types and consequences of frontline - L.C. Harris and E. Ogbonna The Consequences of Dysfunctional Customer Behavior - L.C. Harris and K.L. Reynolds The Professional Service Encounter in the Age of the Internet: An exploratory study - G. Hogg, A. Laing and D. Winkelman Revisiting Consumption Experience: A more humble but complete view of the concept - A. Caru and B. Cova Toward an Integrative Approach to Designing Service Experiences: Lessons learned from the theatre - F.I. Stuart and S. Tax Internal Market Orientation: Construct and Consequences - I.N. Lings Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives - C. Lovelock and E. Gummesson E-S-QUAL: A multiple item scale for assessing electronic service quality - A. Parasuraman, V.A. Zeithaml and A. Malhotra Experience Marketing: A review and reassessment - C. Tynan and S. Mc KechnieVOLUME FOUR: TOWARDS A UNIFYING MARKETING APPROACH THROUGH SERVICE Evolving to a New Dominant Logic for Marketing - S.L. Vargo and R.F. Lusch Co-Creating Unique Value with Customers - C.K. Prahalad and V. Ramaswamy The Four Service Marketing Myths - S.L. Vargo and R.F. Lusch A Research Manifesto for Services Science - H. Chesbrough and J. Spohrer Service-Dominant Logic: Reactions, reflections and refinements - R.F. Lusch and S.L. Vargo The Effect of Service Evaluations on Behavioral Intentions and Quality of Life - T.S. Dagger and J.S. Sweeney Toward a Cultural Resource-Based Theory of the Customer - E.J. Arnould, L.L. Price and A. Malshe Are We Nearly There Yet? On the Retro-Dominant Logic of Marketing - S. Brown Beyond the Call of Duty: Why customers contribute to firm-hosted online communities - C. Wiertz and K. de Ruyter Social Network Sites: Definition, history and scholarship - D.M. Boyd and N.B. Ellison Service-Dominant Logic: Continuing the evolution - S.L. Vargo and R.F. Lusch Consumers as Resource Integrators - S. Baron and K. Harris The Service-Dominant Logic and the Future of Marketing - D. Ballantyne and R.J. Varey Designing Multi-Interface Service Experiences - L. Patricio, R.P. Fisk and J. Falcao e Cunha Return on Community for Consumers and Service Establishments - M. Rosenbaum Harry Potter and the Service-Dominant Logic of Marketing: A cautionary tale - S. Brown and A. Patterson Demystifying Intercultural Service Encounters: Toward a comprehensive conceptual framework - P. Sharma, J.L.M Tam and N. Kim The Global Crisis and the Marketing Scholar - E. Gummesson Working Consumers: The next step in marketing theory? - B. Cova and D. Dalli Moving Forward and Making a Difference: Research priorities for the science of service - A. Ostrom et al