Service Management

Edited by Jay Kandampully ()

in Springer Books from Springer

Date: 2012
ISBN: 978-1-4614-1554-1
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Chapters in this book:

Ch Chapter 1 Service as the New Paradigm in Retailing

Jay Kandampully

Ch Chapter 10 Multicultural Consumers and the Retail Service Experience

Veena Chattaraman

Ch Chapter 11 Culture and Social Media: Changing Service Expectations

Sanjukta Pookulangara

Ch Chapter 12 Complaint Management in Retailing

Bernd Stauss and Wolfgang Seidel

Ch Chapter 13 Retailer Branding Through Excellence in Service

Jiyoung Hwang and Julia F. Cooper

Ch Chapter 14 Values Resonance Drives Sustainable Customer Value: Lessons from IKEA

Bo Edvardsson and Bo Enquist

Ch Chapter 15 Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s

Pratibha A. Dabholkar

Ch Chapter 16 Paradigm Shifters in Retailing

Jay Kandampully

Ch Chapter 2 The Service Imperative in the Retailing Industry

Minjeong Kim and Jay Kandampully

Ch Chapter 3 Customer Service: Does It Matter?

Tor Andreassen and Line L. Olsen

Ch Chapter 4 A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy

James G. Barnes and Jordan W. Wright

Ch Chapter 5 Why Loyalty Matters in Retailing

Timothy L. Keiningham, Lerzan Aksoy, Luke Williams and Alexander Buoye

Ch Chapter 6 Strategic Service Innovation Management in Retailing

Allard C. R. Riel

Ch Chapter 7 Electronic Retailing and Service Quality

Jung-Hwan Kim and Sharron J. Lennon

Ch Chapter 8 Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector

Patrick Vesel, Patricija Filipič Orel and Mitja Špende

Ch Chapter 9 Reinventing the Customer Experience: Technology and the Service Marketing Mix

Lorraine Lee, Tracy Meyer and Jeffery S. Smith

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DOI: 10.1007/978-1-4614-1554-1

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