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Service Management |
4 |
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Preface |
8 |
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Acknowledgments |
14 |
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Contents |
16 |
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About the Authors |
18 |
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Contributors |
32 |
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Chapter 1: Service as the New Paradigm in Retailing |
34 |
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Chapter 2: The Service Imperative in the Retailing Industry |
40 |
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Chapter 3: Customer Service: Does It Matter? |
58 |
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Chapter 4: A Framework for Applying Customer Insight and Context to the Development of a Shopping Experience Strategy |
75 |
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Chapter 5: Why Loyalty Matters in Retailing |
98 |
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Chapter 6: Strategic Service Innovation Management in Retailing |
114 |
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Chapter 7: Electronic Retailing and Service Quality |
127 |
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Chapter 8: Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector |
147 |
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Chapter 9: Reinventing the Customer Experience: Technology and the Service Marketing Mix |
172 |
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Chapter 10: Multicultural Consumers and the Retail Service Experience |
190 |
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Chapter 11: Culture and Social Media: Changing Service Expectations |
214 |
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Chapter 12: Complaint Management in Retailing |
235 |
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Chapter 13: Retailer Branding Through Excellence in Service |
259 |
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Chapter 14: Values Resonance Drives Sustainable Customer Value: Lessons from IKEA |
277 |
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Chapter 15: Lessons from History: What Today’s Retailers Can Learn from the Marketing of The Wizard of Oz Stage Show in the 1900s |
298 |
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Chapter 16: Paradigm Shifters in Retailing |
311 |
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Index |
333 |
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