Handbook of Services Marketing and Management - Softcover

Softcover

ISBN 10: 0761916121 ISBN 13: 9780761916123

Publisher: SAGE Publications, Inc, 1999

Synopsis

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.

About this title

About the Author:

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).

Review:

"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

About this edition

• Publisher: SAGE Publications, Inc
• Publication date: 1999
• ISBN 10: 0761916121
• ISBN 13: 9780761916123
• Binding: Paperback
• Edition number: 1
• Number of pages: 536
• Editor: Swartz Teresa A., Iacobucci Dawn