Handbook of Services Marketing & Management
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32

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9

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Published By SAGE Publications, Inc.

9780761916123, 9781452231327

Latest Documents Most Cited Documents Contributed Authors Related Sources Related Keywords

Technology in Service Delivery: Implications for Self-Service and Service Support

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n9 ◽

2012 ◽

pp. 103-110 ◽

Author(s):

Pratibha A. Dabholkar

Keyword(s):

Service Delivery ◽

Service Support ◽

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Service Operations Management: A Field Guide

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n31 ◽

2012 ◽

pp. 455-472 ◽

Author(s):

Richard B. Chase ◽

Ray M. Haynes

Keyword(s):

Operations Management ◽

Service Operations ◽

Field Guide ◽

Service Operations Management

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Frequency Programs in Service Industries

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n27 ◽

2012 ◽

pp. 401-408 ◽

Author(s):

John Deighton

Keyword(s):

Service Industries

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Relationship Marketing and Management

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n22 ◽

2012 ◽

pp. 317-342 ◽

Author(s):

PAUL G. PATTERSON ◽

TONY WARD

Keyword(s):

Relationship Marketing

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Waiting for Service: Perceptions Management of the Wait Experience

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n13 ◽

2012 ◽

pp. 171-190 ◽

Author(s):

SHIRLEY TAYLOR ◽

GORDON FULLERTON

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Brand Switching and Loyalty for Services

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n26 ◽

2012 ◽

pp. 381-400 ◽

Author(s):

Laurette Dubé ◽

Stowe Shoemaker

Keyword(s):

Brand Switching

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Service Relationships, Pseudo-Relationships, and Encounters

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n25 ◽

2012 ◽

pp. 371-380 ◽

Author(s):

BARBARA GUTEK

Keyword(s):

Service Relationships

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Antecedents and Consequences of Service Quality in Business-to-Business Services

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n23 ◽

2012 ◽

pp. 343-356 ◽

Author(s):

MARTIN WETZELS ◽

KO DE RUYTER ◽

JOS LEMMINK

Keyword(s):

Service Quality ◽

Business Services ◽

Antecedents And Consequences ◽

Business To Business

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Service Recovery: Research Insights and Practices

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n19 ◽

2012 ◽

pp. 271-286 ◽

Author(s):

STEPHEN S. TAX ◽

STEPHEN W. BROWN

Keyword(s):

Service Recovery

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Estimating the Return on Quality: Providing Insights into Profitable Investments in Service Quality

Handbook of Services Marketing & Management ◽

10.4135/9781452231327.n16 ◽

2012 ◽

pp. 223-246 ◽

Author(s):

ANTHONY J. ZAHORIK ◽

ROLAND T. RUST ◽

TIMOTHY L. KEININGHAM

Keyword(s):

Service Quality

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