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