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).

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.

Introduction - Teresa A Swartz and Dawn IacobucciServices in the Village - Pierre Eiglier and Eric LangeardServices Marketing Comes of Age - Christian GrönroosPART ONE: SERVICES: THE SETTING1: Environment/PerformanceServices as Theater - Stephen J Grove, Raymond P Fisk and Joby John Guidelines and ImplicationsThe Servicescape - Mary Jo BitnerImpression Management in Services Marketing - Kent Grayson and David ShulmanA Model of Aesthetic Value in the Servicescape - Janet Wagner2: Technology/ParticipationSelf-Service and Technology - James G Barnes, Peter A Dunne and William J Glynn Unanticipated and Unintended Effects on Customer RelationshipsTechnology in Service Delivery - Pratibha A Dabholkar Implications for Self-Service and Service SupportCustomer Participation in Services Production and Delivery - Amy Risch Rodie and Susan Schultz KleinePerceived Control and the Service Experience - John E G BatesonPART TWO: SERVICES: DEMAND MANAGEMENTServices and Seasonal Demand - Steven M Shugan and Sonja RadasWaiting for Service - Shirley Taylor and Gordon Fullerton Perceptions Management of the Wait ExperiencePricing the Service Offering - Paul J Kraus An Integrative PerspectivePART THREE: EXCELLENCE AND PROFITABILITYThe Service Profit Chain - Roger Hallowell and Leonard A Schlesinger Intellectual Roots, Current Realities and Future ProspectsEstimating the Return on Quality - Anthony J Zahorik, Roland T Rust and Timothy L Keiningham Providing Insights into Profitable Investments in Service QualityCustomer Satisfaction with Service - Richard L OliverThe Customer Satisfaction Index as a Leading Indicator - Eugene W Anderson and Claes FornellPART FOUR: SERVICE RECOVERYService Recovery - Stephen S Tax and Stephen W Brown Research Insights and PracticesComplaining - Nancy StephensService Guarantees - Amy L Ostrom and Christopher W L Hart Research and PracticePART FIVE: SERVICE RELATIONSHIPSRelationship Marketing and Management - Paul G Patterson and Tony WardAntecedents and Consequences of Service Quality in Business-to-Business Services - Martin Wetzels, Ko de Ruyter and Jos LemminkSources and Dimensions of Trust in Service Relationships - Devon S Johnson and Kent GraysonService Relationships, Pseudo-Relationships and Encounters - Barbara GutekBrand Switching and Loyalty for Services - Laurette Dubé and Stowe ShoemakerFrequency Programs in Service Industries - John DeightonSmart Services - Rashi Glazer Competitive Advantage through Information-Intensive StrategiesPART SIX: SERVICES: THE FIRMFunctional Integration in Services - Christopher H Lovelock Understanding the Links between Marketing, Operations and Human ResourcesShaping Service Cultures through Strategic Human Resource Management - David E Bowen, Benjamin Schneider and Sandra S KimService Operations Management - Richard B Chase and Ray M Haynes A Field GuideAddressing Services Marketing Challenges through Franchising - James Cross and Bruce J WalkerClosing Observations - Dawn Iacobucci and Teresa A Swartz