Skip to main content
SpringerLink
Log in

Services Marketing

Text and Cases

  • Textbook
  • © 1995
  • Latest edition

Overview

Authors:
  1. Steve Baron
    View author publications

    You can also search for this author in PubMed   Google Scholar

  2. Kim Harris
    View author publications

    You can also search for this author in PubMed   Google Scholar

This is a preview of subscription content, log in via an institution to check access.

Access this book

Log in via an institution

Other ways to access

Licence this eBook for your library

Institutional subscriptions

Table of contents (11 chapters)

  1. Front Matter

    Pages i-xii
    Download chapter PDF

  2. Introduction

    • Steve Baron, Kim Harris
    Pages 1-10

  3. Setting the Context

    • Steve Baron, Kim Harris
    Pages 11-20

  4. The Service Factory

    • Steve Baron, Kim Harris
    Pages 21-47

  5. Service Encounters

    • Steve Baron, Kim Harris
    Pages 48-75

  6. Service Design

    • Steve Baron, Kim Harris
    Pages 76-125

  7. Internal Marketing

    • Steve Baron, Kim Harris
    Pages 126-157

  8. Perceived Service Quality and Customer Satisfaction

    • Steve Baron, Kim Harris
    Pages 158-189

  9. Customer Retention and Relationship Marketing

    • Steve Baron, Kim Harris
    Pages 190-211

  10. Service Profitability

    • Steve Baron, Kim Harris
    Pages 212-226

  11. Findings from the Small Business Case Studies

    • Steve Baron, Kim Harris
    Pages 227-234

  12. Further Research Issues and Conclusions

    • Steve Baron, Kim Harris
    Pages 235-241

  13. Back Matter

    Pages 242-254
    Download chapter PDF
Back to top

Keywords

About this book

This book explains the issues, models and theories currently recognised as representing the sub-discipline of services marketing. Theory chapters are supported by a bank of original and substantial case studies written from a UK/European perspective. The case studies are a key feature of the text, giving an insight into the operation of service business not covered in the existing services marketing literature. They provide an opportunity to demonstrate how services marketing principles and frameworks can be applied to a vast range of commonly used small services, as well as to the large services.

Bibliographic Information

Publish with us

Policies and ethics

Back to top

Search

Navigation