Service Management

The New Paradigm in Retailing

  • Jay Kandampully

Table of contents

  1. Front Matter
    Pages i-xxxii
  2. Jay Kandampully
    Pages 1-6
  3. Minjeong Kim, Jay Kandampully
    Pages 7-24
  4. Tor W. Andreassen, Line L. Olsen
    Pages 25-41
  5. Timothy L. Keiningham, Lerzan Aksoy, Luke Williams, Alexander Buoye
    Pages 67-82
  6. Allard C. R. van Riel
    Pages 83-95
  7. Jung-Hwan Kim, Sharron J. Lennon
    Pages 97-116
  8. Lorraine Lee, Tracy Meyer, Jeffery S. Smith
    Pages 143-160
  9. Sanjukta Pookulangara
    Pages 185-205
  10. Bernd Stauss, Wolfgang Seidel
    Pages 207-230
  11. Jiyoung Hwang, Julia F. Cooper
    Pages 231-248
  12. Jay Kandampully
    Pages 285-306
  13. Back Matter
    Pages 307-315

About this book


“Great retailers are great at service.  No exceptions.  This book offers a wealth of insight into delivering excellent retail service.”  

 ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University


"With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing."
--Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland


"Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing."

 --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida

"Service excellence and service innovation are critical for success in today’s competitive retail marketplace.   Service Management:  The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." 

--Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University


Consumer Behavior Customer Loyalty Customer Relationship Management Electronic retailing Multichannel retailing Retail Brand Retailing Self-service technology Service Innovation Service Management Shopping

Editors and affiliations

  • Jay Kandampully
    • 1
  1. 1.The Ohio State UniversityColumbusUSA

Bibliographic information

  • DOI
  • Copyright Information Springer Science+Business Media, LLC 2012
  • Publisher Name Springer, New York, NY
  • eBook Packages Business and Economics
  • Print ISBN 978-1-4614-1553-4
  • Online ISBN 978-1-4614-1554-1
  • Buy this book on publisher's site