Handbook of Services Marketing and Management

Dawn Iacobucci is the E. Bronson Ingram Professor of Marketing at the Owen Graduate School of Management, Vanderbilt University. Previously she was the Senior Associate Dean for Owen (2008-2010), Professor of Marketing at the Kellogg School of Management, Northwestern University (1987-2004), the Coca-Cola Distinguished Professor of Marketing, Professor of Psychology and Head of the Marketing Department of the University of Arizona (2001-2002), and the John Pomerantz Professor of Marketing at Wharton, of the University of Pennsylvania (2004 to 2007). She received her M.S. in Statistics, and M.A. and Ph.D. in Quantitative Psychology from the University of Illinois at Urbana-Champaign. Her research on models for social networks and other methodological research questions has been published in the Journal of Marketing, the Journal of Marketing Research, Harvard Business Review, Journal of Consumer Psychology, International Journal of Research in Marketing, Marketing Science, Journal of Service Research, Psychometrika, Psychological Bulletin, and Social Networks. Iacobucci teaches Marketing Management, Marketing Strategy, Marketing Research, Marketing Models, Services Marketing, and New Products to MBA and undergraduate students and multivariate statistics and methodological topics in Ph.D. seminars. She is recent editor of both the Journal of Consumer Research and Journal of Consumer Psychology. She edited Networks in Marketing, Handbook of Services Marketing and Management, Kellogg on Marketing, Kellogg on Integrated Marketing, she is author of Marketing Management (Thomson), the first new MBA text in years, Mediation Analysis, and she is co-author on Gilbert Churchill's lead text on Marketing Research (Thomson).

Introduction - Teresa A Swartz and Dawn Iacobucci Services in the Village - Pierre Eiglier and Eric Langeard Services Marketing Comes of Age - Christian Groenroos PART ONE: SERVICES: THE SETTING 1: Environment/Performance Services as Theater - Stephen J Grove, Raymond P Fisk and Joby John Guidelines and Implications The Servicescape - Mary Jo Bitner Impression Management in Services Marketing - Kent Grayson and David Shulman A Model of Aesthetic Value in the Servicescape - Janet Wagner 2: Technology/Participation Self-Service and Technology - James G Barnes, Peter A Dunne and William J Glynn Unanticipated and Unintended Effects on Customer Relationships Technology in Service Delivery - Pratibha A Dabholkar Implications for Self-Service and Service Support Customer Participation in Services Production and Delivery - Amy Risch Rodie and Susan Schultz Kleine Perceived Control and the Service Experience - John E G Bateson PART TWO: SERVICES: DEMAND MANAGEMENT Services and Seasonal Demand - Steven M Shugan and Sonja Radas Waiting for Service - Shirley Taylor and Gordon Fullerton Perceptions Management of the Wait Experience Pricing the Service Offering - Paul J Kraus An Integrative Perspective PART THREE: EXCELLENCE AND PROFITABILITY The Service Profit Chain - Roger Hallowell and Leonard A Schlesinger Intellectual Roots, Current Realities and Future Prospects Estimating the Return on Quality - Anthony J Zahorik, Roland T Rust and Timothy L Keiningham Providing Insights into Profitable Investments in Service Quality Customer Satisfaction with Service - Richard L Oliver The Customer Satisfaction Index as a Leading Indicator - Eugene W Anderson and Claes Fornell PART FOUR: SERVICE RECOVERY Service Recovery - Stephen S Tax and Stephen W Brown Research Insights and Practices Complaining - Nancy Stephens Service Guarantees - Amy L Ostrom and Christopher W L Hart Research and Practice PART FIVE: SERVICE RELATIONSHIPS Relationship Marketing and Management - Paul G Patterson and Tony Ward Antecedents and Consequences of Service Quality in Business-to-Business Services - Martin Wetzels, Ko de Ruyter and Jos Lemmink Sources and Dimensions of Trust in Service Relationships - Devon S Johnson and Kent Grayson Service Relationships, Pseudo-Relationships and Encounters - Barbara Gutek Brand Switching and Loyalty for Services - Laurette Dube and Stowe Shoemaker Frequency Programs in Service Industries - John Deighton Smart Services - Rashi Glazer Competitive Advantage through Information-Intensive Strategies PART SIX: SERVICES: THE FIRM Functional Integration in Services - Christopher H Lovelock Understanding the Links between Marketing, Operations and Human Resources Shaping Service Cultures through Strategic Human Resource Management - David E Bowen, Benjamin Schneider and Sandra S Kim Service Operations Management - Richard B Chase and Ray M Haynes A Field Guide Addressing Services Marketing Challenges through Franchising - James Cross and Bruce J Walker Closing Observations - Dawn Iacobucci and Teresa A Swartz

"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