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Handbook of Service Marketing Research
Elgar original reference
Edited by
Roland T. Rust
and
Ming-Hui Huang
Restricted access
The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today.
Restricted access
All Issues
Front Matter
Copyright
Contents
Contributors
PART I: Introduction
Chapter 1: Service marketing research: emerging directions
PART II: Customer Relationships and Loyalty
Chapter 2: Building long-term relationships between service organizations and customers
Chapter 3: Loyalty: its many sources and variations
Chapter 4: A comparison of relationship marketing models
Chapter 5: Loyalty: its biogenic, psychological, and social origins - answering the question of "Why Y?"
Chapter 6: Customer engagement: a new frontier in customer value management
PART III: Customer-Centered Metrics
Chapter 7: Customer-based valuation: similarities and differences to traditional discounted cash flow models
Chapter 8: CRM metrics and strategies to enhance performance in service industries
Chapter 9: It's not your score that matters: the importance of relative metrics
Chapter 10: The satisfaction profit chain
PART IV: Managing Customer Contacts
Chapter 11: Service encounters in service marketing research
Chapter 12: Frontline employees and performance: optimizing the frontline, maximizing the bottom line
Chapter 13: Are you (appropriately) experienced? Service-sales ambidexterity
PART V: Product and Pricing
Chapter 14: The pricing of services
Chapter 15: Marketing innovation: probabilistic goods and probabilistic selling
Chapter 16: New service development from the perspective of value co-creation in a service system
Chapter 17: Hybrid offerings: research avenues for implementing service growth strategies
PART VI: Digital Service Marketing
Chapter 18: Adaptive personalization of mobile information services
Chapter 19: It's the social, stupid! Leveraging the 4C markers of social in online service delivery
Chapter 20: A meta-analytic investigation of the antecedents of digital piracy
PART VII: Rethinking the Market Function
Chapter 21: Rethinking the roles of marketing and operations: a service-ecosystems view
Chapter 22: Marketing: a service science and arts perspective
Chapter 23: Hospitality marketing and branding research: insights from a specific service context
PART VIII: Service for Society
Chapter 24: Transformative service research: an emerging subfield focused on service and well-being
Chapter 25: Creating social value through citizen co-creation
Index
Handbook
Published:
28 Feb 2014
Print ISBN:
9780857938848
eISBN:
9780857938855
DOI:
https://doi.org/10.4337/9780857938855
Pages:
640
Collection:
Business 2014
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Subjects
Business and Management
Marketing
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