Service Management: The New Paradigm in Retailing

Voorkant
Jay Kandampully
Springer Science & Business Media, 9 dec. 2011 - 316 pagina's

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.”

---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University

"With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing."
--Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland

"Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing."

--A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida


"Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals."

--Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

 

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Inhoudsopgave

Chapter 1 Service as the New Paradigm in Retailing
1
Chapter 2 The Service Imperative in the Retailing Industry
7
Chapter 3 Customer Service Does It Matter?
25
Chapter 4 A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy
43
Chapter 5 Why Loyalty Matters in Retailing
67
Chapter 6 Strategic Service Innovation Management in Retailing
83
Chapter 7 Electronic Retailing and Service Quality
97
Chapter 8 Using Multichannel Marketing Activities to Build Customer Relationships As Pertaining to the Consumer Electronics Retail Sector
117
Chapter 10 Multicultural Consumers and the Retail Service Experience
161
Chapter 11 Culture and Social Media Changing Service Expectations
185
Chapter 12 Complaint Management in Retailing
207
Chapter 13 Retailer Branding Through Excellence in Service
231
Chapter 14 Values Resonance Drives Sustainable Customer Value Lessons from IKEA
249
Chapter 15 Lessons from History What Todays Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s
271
Chapter 16 Paradigm Shifters in Retailing
285
Index
307

Chapter 9 Reinventing the Customer Experience Technology and the Service Marketing Mix
143

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