Services Marketing Management: An International Perspective

By Hans Kasper; Piet Van Helsdingen et al. | Go to book overview

INDEX
Note: Page references in italics refer to tables and illustrations.
ABC see activity-based costing
accounting services 162, 660–661
acquisitions 320–321, 322, 686
ACSI see American Customer Satisfaction Index
activity-based costing (ABC) 649
adaptation
foreign markets 418–19, 423, 546
new markets 493
ADK Research Corporation 316, 337
advertising 560–561, 574
agencies 107, 558–559
promises 544, 549, 553, 557
recruitment 581
after-sales services 523–526, 534
ageing populations 76–77, 111, 121, 126, 363
agencies
advertising 107, 558–559
market research 255–256, 257
airtransport 116–117, 117
airline industry 6, 19, 116–117, 231–232, 297–299
brand personality 507
call centers 614–615
evaluations 154
Internet 595
LSPs 331
marketing 573
performance 313
profit 313
recruitment 483
yield management 666–667
American Airlines 666–667
American Customer Satisfaction Index (ACSI) 190, 280–282
American Express (Amex) 206–208, 392
Americana de Aviación 231–232
Americanization 88–89
Amex see American Express
Amtrack 672–673
analog method, sales forecasting 608
analysis
competition 364
industry-specific 363
site selection 607
strengths-weaknesses 226, 257–258
Andalusian Heritage program 716–720, 721
Ansoff matrix 304, 305, 318–319, 319, 620
anti-trust policy 629
ARGE index see asset revenue-generating efficiency
Asian Development Bank 255
asset revenue-generating efficiency (ARGE) index 643–644
asset structures 98–99, 392
attributes, service 215–216, 499–500
audit
fees 660
marketing 361–367, 362, 367–368, 712
quality 194–195
augmented services 10, 32–34, 44–45, 67, 332–334, 533
see also customized services; standard services
characteristics 679, 681, 684, 685
communication 575–576, 577
definition 32–33
personnel 481
pricing 659, 660
back office activities 392, 447, 449
banking industry 100–103, 198, 200, 202, 263
benchmarking 308
client relationships 675
customer expectations 704–705
foreign market entry 414, 415
mobile branches 607
organizational change 377–379
barriers, foreign markets 383, 406–409
Bateson, John 9
benchmarking 294, 307–308, 464, 516
benefits
bundles of 10, 54, 164, 499
internationalization 403
user 497, 499–500, 500
bias, research 250–251
Bitner, M.J. 9
blueprints 463–464, 482
bonds
consumer-provider 170, 551
relationship marketing 350, 351
booking systems 597
Boston Consulting Group matrix 365–366, 367
BPR see business process reengineering
brand loyalty 205, 502, 506, 557, 568
brand name 503, 508
brands 160, 501–509, 505, 508, 534, 551
positioning 557–558
private labels 501–502
service personality 506, 507
stature 507–509, 508, 509
breakthrough services 514–516, 517, 674, 699
broadcasting 117–118
bundling, price 636–639, 639, 643, 663
business process reengineering (BPR) 466–469, 468
business sector 81, 104–108
buying
communication 548–550, 549
consumer behavior 53–57, 67, 346
country-of-origin 152, 154–155
phases of 548–550
process 144, 164–169, 166, 175
segmented pricing 641
situations 164
call centers 614–615
capacity management 530–532

-740-

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