Handbook of Services Marketing and Management [Hardcover]

Teresa A. Swartz (Editor), Dawn Iacobucci (Editor)

Book Description

Publication Date: November 19, 1999 | ISBN-10: 0761916113 | ISBN-13: 978-0761916116 | Edition: 1

The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues.

A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused `mini' chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.

Editorial Reviews

Review

"This Handbook contains an impressive collection of cutting-edge contributions that should be of keen interest to service researchers and practitioners. It represents some of the best and most recent thinking on a wide range of service topics." 

(A. Parasuraman )

"This new handbook provides a wealth of stimulating ideas and guidelines for improving the quality and effectiveness of service offerings." 

(Philip Kotler )

About the Author

DAWN IACOBUCCI is Professor of Marketing at the Owen Graduate School of Management at Vanderbilt University. She teaches marketing models and multivariate statistics. Her research focuses on networks, customer satisfaction, and statistical methodology. She has published in a variety of journals in marketing and psychology, such as Psychological Bulletin, Psychometrika, Journal of Marketing, Journal of Marketing Research, and Marketing Science, edited the Journal of Consumer Psychology and Journal of Consumer Research, and is co-author on Gilbert Churchill’s lead text on Marketing Research.

Product Details

• Hardcover: 536 pages
• Publisher: Sage Publications, Inc; 1 edition (November 19, 1999)
• Language: English
• ISBN-10: 0761916113
• ISBN-13: 978-0761916116
• Product Dimensions: 10.5 x 7.2 x 1.5 inches
• Shipping Weight: 2.4 pounds
• Amazon Best Sellers Rank: #9,203,810 in Books (See Top 100 in Books)