This is an essential resource for managers and scholars interested
in services marketing. It covers the topic comprehensively and in
novel ways. All the luminaries in the field are represented. Buy
this book and you will be up to date on the field.' - Valarie
Zeithaml, UNC Kenan-Flagler Business School, USThe Handbook of
Service Marketing Research brings together an all-star team of
leading researchers in service marketing to explore many of the
hottest topics in service marketing today. Cutting-edge topics
include: customer relationships and loyalty, customer-centered
metrics, managing customer contacts, product and pricing, digital
service marketing, rethinking the marketing function, and service
for society. This book, which includes authors from both academia
and industry, will provide academics with an invaluable current
view of the field and practitioners with a window into the latest
academic thinking. With chapters from internationally renowned
contributors, this comprehensive yet concise Handbook will appeal
to service marketing academics, researchers and service
practitioners. Contributors: M. Archpru Akaka, L. Aksoy, L.
Anderson, T.W. Andreassen, S.F.M. Beckers, M.J. Bitner, R.N.
Bolton, A. Buoye, J.W. Choi, R.M. Christopher, T.S. Chung, T.S.
Dagger, P.S. Danaher, A. De Keyser, C. Dev, B. Edvardsson, S. Fay,
R.P. Fisk, C. Frennea, A. Gustafsson, M.-H. Huang, C. Ishida, P.K.
Kannan, T.L. Keiningham, P. Kristensson, V. Kumar, S.K. Kwan, T.
van Laer, B. Lariviere, R.F. Lusch, D. Mathras, H. Melton, V.
Mittal, R.L. Oliver, A.L. Ostrom, P. Patterson, W. Reinartz, H.
Risselada, R.T. Rust, K. de Ruyter, C. Schulze, S.M. Shugan, B.
Skiera, J. Spohrer, S. Streukens, S.A. Taylor, B. Tronvoll, W.
Ulaga, N. Umashankar, S.L. Vargo, P.C. Verhoef, H.S. Wang, M.
Wedel, R.A. Westbrook, L. Williams, L. Witell, J. Xie, T. Yu
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