Advances in Services Marketing

Description

Front Matter....Pages i-x Intangibility and the “State of Being Informed” - an Analysis of their Impact on Market Processes....Pages 1-16 Service Coproduction and Customer Participation....Pages 17-26 Customer Integration in Business-to-Business-Marketing....Pages 27-48 Formalizing the gambling market: what are the interaction strategies between the gambling companies and their clients ?....Pages 49-64 Automatization of the Service Delivery Systems: How Far?....Pages 65-78 Services Marketing in Consumer Durables Industries....Pages 79-96 Service Development Process and Performance: Facts and Measures....Pages 97-109 The Dissatisfaction Potential of Satisfied Customers — The Qualitative Satisfaction Model —....Pages 111-131 Service Companies: The Importance of the Staff Learning Process in the Diversification Process....Pages 133-153 Using Means-End Structures for Benefit Segmentation in a Service Industry....Pages 155-180 A New Approach to Spatial Management of Retail Networks, based on the Germans School’s Central Place Theory....Pages 181-202 Internationalization of Services....Pages 203-211 International Dimensions of Customer Service....Pages 213-232 Back Matter....Pages 233-238