Abstract
Conventional marketing theory is replete with the 4Ps (Product, Price, Place and Promotion), underscoring much of business and management literature (Heskett, Sasser, & Schlesinger, 1997). In its most commonly recognizable avatars, Product is about product and programme policy decisions, Price equates towards price policy decisions, Place associates itself with distribution policy decisions and Promotion lends itself towards communication policy decisions.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Beibst, G. (2011). Dienstleistungsmarketing (2. Aufl.). Studienbrief 2-033-0009. Brandenburg: Hochschulverbund Distance Learning.
Bhattacharjee, D., Moreno, J., & Ortega, F. (2016). The secret to delighting customers: Putting employees first. McKinsey&Company Article (März 2016). Online Unter. https://www.mckinsey.com/business-functions/operations/our-insights/the-secret-to-delighting-customers-putting-employees-first. Zugriff am October 22, 2017
Ernst & Young [EY]. (2017). Global hospitality insights: Top 10 thoughts for 2017. Online Unter. www.ey.com/Publication/vwLUAssets/EY-global-hospitality-insights-2017/$FILE/EY-global-hospitality-insights-top-10-thoughts-for-2017.pdf. Zugriff am January 04, 2018.
Goldsmith, R. E. (1999). The personalised marketplace: Beyond the 4Ps. Marketing Intelligence & Planning, 17(4), 178–185. https://doi.org/10.1108/02634509910275917.
Haller, S. (2015). Dienstleistungsmanagement: Grundlagen – Konzepte – Instrumente (6th ed.). Wiesbaden: Springer Gabler.
Hatz, N. (2018). Wettbewerbsvorteil durch exzellenten Service: die optimale Gestaltung von Kundenfeedback-Management in der Luxushotellerie als nachhaltiges Differenzierungsmerkmal (Master-Thesis). Krems an der Donau, Österreich: Donau-Universität Krems.
Heskett, J. L., Sasser, W. E., Jr., & Schlesinger, L. A. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value. New York: The Free Press.
Huppertz, J. W. (2007). Firms’ complaint handling policies and consumer complaint voicing. Journal of Consumer Marketing, 24(7), 428–437.
Jeong, M., & Lee, S. A. (2017). Do customers care about types of hotel service recovery efforts? An example of consumer-generated review sites. Journal of Hospitality and Tourism Technology, 8(1), 5–18.
Kim, C., Kim, S., Im, S., & Shin, C. (2003). The effect of attitude and perception on consumer complaint intentions. Journal of Consumer Marketing, 20(4), 352–371.
Lapidus, R. S., & Schibrowsky, J. A. (1994). Aggregate complaint analysis: A procedure for developing customer service satisfaction. Journal of Services Marketing, 8(4), 50–60.
Maechler, N., Neher, K., & Park, R. (2016). From touchpoints to journeys: Seeing the world as customers do. McKinsey&Company Article (März 2016). Online Unter: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/from-touchpoints-to-journeys-seeing-the-world-as-customers-do. Zugriff am October 22, 2017.
Meffert, H., Bruhn, M., & Hadwich, K. (2015). Dienstleistungsmarketing: Grundlagen – Konzepte – Methoden (8th ed.). Wiesbaden: Springer Gabler.
Meffert, H., Burmann, C., & Kirchgeorg, M. (2012). Marketing: Grundlagen marktorientierter Unternehmensführung (11th ed.). Wiesbaden: Gabler.
Rafiq, M., & Ahmed, P. K. (1995). Using the 7Ps as a generic marketing mix: An exploratory survey of UK and European marketing academics. Marketing Intelligence & Planning, 13(9), 4–15. https://doi.org/10.1108/02634509510097793.
Reichheld, F. F., & Sasser, W. E., Jr. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68, 105–111.
Scheuer, T. (2015). Marketing für Dienstleister: Wie Sie unsichtbare Leistungen erfolgreich vermarkten (3rd ed.). Wiesbaden: Springer Gabler.
Stauss, B., & Seidel, W. (2007): Beschwerdemanagement. Unzufriedene Kunden als profitable Zielgruppe, 4. Edition, Munich: Springer.
Svari, S., & Olsen, L. E. (2012). The role of emotions in customer complaint behaviors.International Journal of Quality and Service Sciences, 4(3), 270–282.
Thomas, A., & Applegate, J. (2010). Pay attention! How to listen, respond, and profit from customer feedback. Hoboken: Wiley.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Nature Switzerland AG
About this chapter
Cite this chapter
Hummel, F. (2020). Negotiations in the Service Industry. In: Helmold, M., Dathe, T., Hummel, F., Terry, B., Pieper, J. (eds) Successful International Negotiations. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-030-33483-3_15
Download citation
DOI: https://doi.org/10.1007/978-3-030-33483-3_15
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-33482-6
Online ISBN: 978-3-030-33483-3
eBook Packages: Literature, Cultural and Media StudiesLiterature, Cultural and Media Studies (R0)