Consumers and Services

by Gabbott, Mark; Hogg, Gillian

• ISBN13: 9780471962694
• ISBN10: 0471962694
• Edition: 1st
• Format: Paperback
• Copyright: 1998-06-29
• Publisher: Wiley

Summary

Increasing attention has been paid in recent years to the marketing of services. This has been prompted by a recognition that services are an increasingly important sector of the economy and that they require a different approach to marketing. Consumers and Services approaches service marketing from a consumer perspective and draws together current understanding of service consumption from both an academic and practitioner point of view. This groundbreaking book is the first serious attempt to look at buyer behaviour in service sector industries and is suitable for graduate and advanced undergraduate students enrolled in consumer behaviour and service marketing courses. This unique book features a synthesis of current literature in the areas of consumer behaviour and services marketing a number of sectoral case studies which examine buyer behaviour in service industries, i.e., tourism, finance, charities, professional, health and retail internationally authored cases from US, Scandinavia, and Europe "This looks like an interesting book that will fit well into two increasingly popular subject areas." Dr E. M. Jacobs, Sheffield University Management School "It is a much needed contribution in the field of service sector marketing." B. R. Lewis

Author Biography

Mark Gabbott is Professor of Marketing, Head of the Department of Marketing and Deputy Dean, Faculty of Business and Economics at Monash University.

Gillian Hogg is the author of Consumers and Services, published by Wiley.

Table of Contents

List of Contributors	vii	(5)
Acknowledgements	xii
Part I THE SERVICE CONSUMER	1	(134)
Chapter 1 Consumers and Services	5	(28)
Chapter 2 Pre-consumption of Services	33	(28)
Chapter 3 Consuming Services	61	(36)
Chapter 4 Evaluating Services	97	(38)
Part II THE SERVICE CONSUMER IN CONTEXT	135	(108)
Chapter 5 The Tourism and Travel Consumer	141	(22)
Monica Hanefors
Lena Larsson Mossberg
Chapter 6 The Professional Services Consumer	163	(22)
Kitty Koelemeijer
Marco Vriens
Chapter 7 The Financial Services Consumer	185	(24)
Christine Ennew
Sally McKechnie
Chapter 8 The Healthcare Consumer	209	(16)
Joby John
Mark Gabbott
Gillian Hogg
Chapter 9 The Charity Consumer	225	(18)
Suzanne Horne
Sally Hibbert
Part III CONCLUSION	243	(22)
Chapter 10 Conclusion	245	(20)
Index	265