Handbook of Services Marketing and Management [Paperback]

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.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.

"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." 

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

Introduction - Teresa A Swartz and Dawn Iacobucci
Services in the Village - Pierre Eiglier and Eric Langeard
Services Marketing Comes of Age - Christian Grönroos
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 GlÃ0