Services Marketing: Text and Cases

Steve Baron · Kim Harris

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

Abstract

Preface - Introduction - The 'Services' Covered - The Service Factory - Service Encounters - Service Design - Internal Marketing - Perceived Service Quality and Customer Satisfaction - Relationship Marketing - Service Profitability - Summary of Managerial Implications - Further Research Issues and Conclusions

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2000Untangling the tangibles: 'physical evidence' and customer satisfaction in local authority leisure centres 2008Professional service firms entering emerging markets: the role of network relationships 2006Can internal marketing be implemented within bureaucratic organisations?2000An investigation of marketing problems across service typologies 2021Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction 2010What are the fundamental features supporting service quality?2007An empirical examination of the pricing policies and their antecedents in the services sector 2010Two component customer relationship management model for healthcare services

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