Includes bibliographical references and indexes.

Service Reflections: Services in the Village / Pierre Eiglier, Eric Langeard -- Service Reflections: Service Marketing Comes of Age / Christian Gronroos -- Services: The Setting -- Environment/Performance -- Services as Theater: Guidelines and Implications / Stephen J. Grove, Raymond P. Fisk, Joby John -- The Servicescape / Mary Jo Bitner -- Impression Management in Services Marketing / Kent Grayson, David Shulman -- A Model of Aesthetic Value in the Servicescape / Janet Wagner -- Technology/Participation -- Self-Service and Technology: Unanticipated and Unintended Effects on Customer Relationships / James G. Barnes, Peter A. Dunne, William J. Glynn -- Technology in Service Delivery: Implications for Self-Service and Service Support / Pratibha A. Dabholkar -- Customer Participation in Services Production and Delivery / Amy Risch Rodie, Susan Schultz Kleine -- Perceived Control and the Service Experience / John E. G. Bateson -- Services: Demand Management -- Services and Seasonal Demand / Steven M. Shugan, Sonja Radas -- Waiting for Service: Perceptions Management of the Wait Experience / Shirley Taylor, Gordon Fullerton -- Pricing the Service Offering: An Integrative Perspective / Paul J. Kraus -- Services: Excellence and Profitability -- The Service Profit Chain: Intellectual Roots, Current Realities, and Future Prospects / Roger Hallowell, Leonard A. Schlesinger -- Estimating the Return on Quality: Providing Insights Into Profitable Investments in Service Quality / Anthony J. Zahorik, Roland T. Rust, Timothy L. Keiningham -- Customer Satisfaction With Service / Richard L. Oliver -- The Customer Satisfaction Index as a Leading Indicator / Eugene W. Anderson, Claes Fornell -- Service Recovery -- Service Recovery: Research Insights and Practices / Stephen S. Tax, Stephen W. Brown -- Complaining / Nancy Stephens -- Service Guarantees: Research and Practice / Amy L. Ostrom, Christopher Hart -- Service Relationships -- Relationship Marketing and Management / Paul G. Patterson, Tony Ward -- Antecedents and Consequences of Service Quality in Business-to-Business Services / Martin Wetzels, Ko de Ruyter, Jos Lemmink -- Sources and Dimensions of Trust in Service Relationships / Devon S. Johnson, Kent Grayson -- Service Relationships, Pseudo-Relationships, and Encounters / Barbara Gutek -- Brand Switching and Loyalty for Services / Laurette Dube, Stowe Shoemaker -- Frequency Programs in Service Industries / John Deighton -- Smart Services: Competitive Advantage Through Information-Intensive Strategies / Rashi Glazer -- Services: The Firm -- Functional Integration in Services: Understanding the Links Between Marketing, Operations, and Human Resources / Christopher Lovelock -- Shaping Service Cultures Through Strategic Human Resource Management / David E. Bowen, Benjamin Schneider, Sandra S. Kim -- Service Operations Management: A Field Guide / Richard B. Chase, Ray M. Haynes -- Addressing Services Marketing Challenges Through Franchising / James Cross, Bruce J. Walker -- Closing Observations / Dawn Iacobucci, Teresa A. Swartz.

This comprehensive, practical and theoretical guide presents contributions from the world's leading experts on services marketing and management. The material is drawn from the cutting edge of research in the field. A unique structural feature of the Handbook is the inclusion of both in-depth chapters and shorter 'mini' chapters on emerging issues. This variation enables the book to provide broader coverage through the inclusion of more topics.