You are previewing Innovations in Services Marketing and Management.
O'Reilly logo
Innovations in Services Marketing and Management

Book Description

Modern corporations face a variety of challenges and opportunities in the field of sustainable development. Properly managing assets and maintaining effective relationships with customers are crucial considerations in successful businesses. Innovations in Services Marketing and Management: Strategies for Emerging Economies presents insights into marketing strategies and tactical perspectives in both large and small enterprises. The chapters in this book explore case studies, contemporary research, and theoretical frameworks in effective business management, providing students, academicians, researchers, and managers with the resources and insight necessary to identify key trends in emerging economies and build the next generation of innovative services.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
  5. Editorial Advisory Board and List of Reviewers
    1. Editorial Advisory Board
    2. List of Reviewers
  6. Foreword
    1. SERVICE INNOVATIONS IN EMERGING MARKETS
  7. Preface
    1. OBJECTIVE OF THE BOOK
    2. STRUCTURE OF THE BOOK
    3. FINAL WORDS
  8. Quotes and Testimonials
  9. Section 1: Innovations for Enhanced Performance of Services
    1. Chapter 1: Adding Value to Service Brands through Innovation
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. ADDING VALUE TO THE SERVICE BRAND THROUGH INNOVATION
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
    2. Chapter 2: MarketMaker™
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW OF THE MARKETING THEORIES
      4. INTEGRATION BETWEEN THE ANSOFF MATRIX AND NETWORK MARKETING THEORIES AND APPLICATIONS IN THE UNITED STATES AGRICULTURAL INDUSTRY
      5. MARKETMAKER™ – AN EXAMPLE OF INNOVATIVE NETWORK-ORIENTED SERVICES MARKETING PROGRAM
      6. DISCUSSION AND IMPLICATIONS FOR EMERGING ECONOMIES
    3. Chapter 3: Innovation in Medical Tourism Service Marketing
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND: LITERATURE REVIEW
      4. MARKETING-MIX STRATEGIES FOR MEDICAL TOURISM: FOR POSSIBLE INNOVATIONS
      5. MANAGERIAL IMPLICATIONS: IN REFERENCE TO INDIAN MEDICAL TOURISM INDUSTRY
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
    4. Chapter 4: Initiating an Organizational Change Management Process
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. NATURE OF CHANGE RADICAL VS INCREMENTAL
      5. FOCUS OF THE CHAPTER
      6. WORKING WITH CHANGE PROCESS
      7. TOTAL QUALITY MANAGEMENT (TQM)
      8. INNOVATION AND CHANGE
      9. SERVICE QUALITY
      10. MANAGERIAL IMPLICATIONS
      11. CONCLUSION
    5. Chapter 5: Market Research through Online Custom Panel
      1. ABSTRACT
      2. INTRODUCTION
      3. OBJECTIVES OF THE CHAPTER
      4. BACKGROUND
      5. CUSTOMIZED PANEL AND RELATIONSHIP WITH THE CLIENT
      6. CASE STUDIES BASED ON QUALIBEST PANELS
      7. MANAGERIAL IMPLICATIONS
      8. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
    6. Chapter 6: Innovation in Offer of Services for Manufacturing Enterprises
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. MAIN FOCUS OF THE CHAPTER
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
  10. Section 2: Contributions of Service Innovations to Society and Consumer
    1. Chapter 7: Good Treats
      1. ABSTRACT
      2. INTRODUCTION
      3. THEORETICAL PERSPECTIVES
      4. BEYOND THE IDEA OF BALANCE: BETWEEN “GOOD” AND “TREAT”
      5. DISCUSSION
      6. CONCLUSION
    2. Chapter 8: Interaction Strategy in Co-Creation
      1. ABSTRACT
      2. INTRODUCTION
      3. THE PHENOMENA
      4. LITERATURE REVIEW
      5. OBJECTIVE
      6. METHODOLOGY
      7. DISCUSSIONS
      8. MANAGERIAL IMPLICATIONS
      9. LIMITATIONS AND DIRECTIONS FOR FURTHER RESEARCH
      10. APPENDIX: THE QUESTIONNAIRE ITEMS
    3. Chapter 9: Medical Tourism
      1. ABSTRACT
      2. INTRODUCTION
      3. INNOVATION IN CONTEXT OF MEDICAL TOURISM
      4. LITERATURE REVIEW
      5. CONCEPTUAL FRAMEWORK FOR MEDICAL TOURISM
      6. MANAGERIAL AND POLICY IMPLICATIONS - RECOMMENDATIONS
      7. FUTURE RESEARCH DIRECTIONS
      8. CONCLUSION
    4. Chapter 10: Healthcare Services Delivery in India
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. CASE 1: LIFESPRING HOSPITALS FROM INDIA (AFFORDABLE AND ACCESSIBLE MATERNAL CARE MODEL)
      5. CASE 2: BIRTH OF A NEW ENTITY UNDER PPP MODEL FOR MOTHER AND CHILD HEALTH
      6. LEARNINGS AND MANAGERIAL IMPLICATIONS
      7. CONCLUSION
    5. Chapter 11: Marketing of Library and Information Products and Services
      1. ABSTRACT
      2. INTRODUCTION
      3. MARKETING OF NON PROFIT ORGANIZATIONS
      4. MARKETING OF LIBRARY AND INFORMATION CENTERS
      5. BARRIERS TO MARKETING OF LIPS
      6. THE FIVE LAWS AND MARKETING IMPLICATIONS
      7. USING MARKETING TOOLS
      8. THE BASICS OF SERVICES MARKETING MIX
      9. SERVICES MARKETING MIX FOR MARKETING OF LIPS
      10. TQM IN MARKETING OF LIPS
      11. MANAGERIAL IMPLICATIONS FOR EMERGING ECONOMIES
      12. CONCLUSION
    6. Chapter 12: Managing Public Service Innovation in Emerging Countries
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. METHOD
      5. FUTURE RESEARCH DIRECTIONS
      6. CONCLUSION
    7. Chapter 13: The Customer Relationship Management as an Element of the Acceleration of Society Evolution
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. METHODOLOGY
      5. RESULTS
      6. DISCUSSION
      7. FUTURE RESEARCH DIRECTIONS
      8. CONCLUSION
  11. Section 3: Service Innovations and Employees
    1. Chapter 14: Establishing the Linkage between Internal Market Orientation and Service Innovation
      1. ABSTRACT
      2. INTRODUCTION
      3. REVIEW OF LITERATURE
      4. HYPOTHESES FORMULATION
      5. RESEARCH METHODS
      6. ANALYSIS AND DISCUSSION
      7. CONCLUSION
      8. MANAGERIAL IMPLICATIONS
      9. LIMITATIONS AND FUTURE RESEARCH AGENDA
      10. Appendix: Survey Instrument for Measuring Internal Market Orientation and Service Innovation
    2. Chapter 15: Quality of Work/Life and Service Quality
      1. ABSTRACT
      2. INTRODUCTION
      3. SERVICE QUALITY
      4. QUALITY OF WORK-LIFE
      5. RELATIONSHIP BETWEEN SERVICE QUALITY AND QUALITY OF WORK/LIFE IN EMERGING ECONOMIES
      6. IMPLICATIONS FOR SERVICE PROVIDERS
      7. CONCLUSION
    3. Chapter 16: Integrating Psychological Contract and Service-Related Outcomes in Emerging Economies
      1. ABSTRACT
      2. INTRODUCTION
      3. LITERATURE REVIEW
      4. MODEL DEVELOPMENT
      5. CONTRIBUTIONS AND IMPLICATIONS
      6. LIMITATIONS AND FUTURE RESEARCH
      7. CONCLUSION
    4. Chapter 17: Hospitality Innovations in the Emerging Experience Economy
      1. ABSTRACT
      2. INTRODUCTION
      3. COMPETITIVE ADVANTAGE THROUGH INNOVATION STRATEGY
      4. METHODOLOGY
      5. THE OBEROI GROUP – A PIONEER IN HOSPITALITY IN INDIA
      6. THE INCEPTION OF THE OBEROI RESORTS
      7. DISTINCTIVE FEATURES OF THE NEW SERVICE DEVELOPMENT
      8. THE OBEROI EXPERIENCES
      9. EMPLOYEES AS KEY DRIVERS OF INNOVATION
      10. MANAGERIAL IMPLICATIONS
      11. CHALLENGES RELATED TO HOSPITALITY SERVICE INNOVATIONS
      12. FUTURE RESEARCH DIRECTIONS
      13. CONCLUSION
  12. Compilation of References
  13. About the Contributors