54《Services Marketing》+N0860103+课程简介.docx

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1、CourseIntroductionServicesMarketingCourseName：ServicesMarketingCourseCode：N0860103Prerequisites：MarketingManagement;Internationa1MarketingFo11ow-upCourses：CustomerRe1ationshipManagement;IntegratedMarketingCommunicationBi1ingua1TeachingorNot：Fu11Eng1ishCredits：2.0Tota1CreditHours：321ectureHours：32Exp

2、erimentHours：0ProgrammingHours：0PracticeHours：0Schoo1：Sch1ofBusiness,JiangnanUniversityTargetMajor：Marketing;BusinessAdministrationCourseDescriptionServicesMarketingisacoursedesignedforBBAstudents.ServicesMarketingp1acesmarketingissueswithinabroadergenera1managementcontextfromaninternationa1perspect

3、ive,andthuswi11appea1tofu11-timestudentsheadedforacareerinmanagementandtoBBAs.Theprimarygoa1softhiscoursearetoequipstudentswithknow1edgeregardingservicesmarketing,guidethemtounderstandservicesmarkets,productsandcustomers,andde1iver(hemimportanttacticstoana1yzetheservicesindustry,suchas(hemanagemento

4、fcustomerinterfaceandtheimp1ementationofprofitab1eservicestrategies,whicharebeneficia1tostudentsboththeoretica11yandpractica11y.CourseResourcesTextbooks:1. JochenWirtz,Christopher1ove1ock.ServicesMarketing:Peop1e,Techno1ogy,Strategy(81hEdition)M.NJ:Wor1dScientificPub1ishingCo.Inc.,2018.2. Christophe

5、r1ove1ock,JochenWirtz,PartriciaChew.ServicesMarketing(6thEdition)(M.Beijing：ChinaRenminUniversityPress,2011.Bib1iography:1. SanjitKumarRoy,Di1ipS.Mutum,BangNguyen.ServicesMarketingCasesinEmergingMarkets:AnAsianPerspectiveJM.Switzer1and:SpringerInternationa1Pub1ishing,2017.2. PeterMudie,Ange1aPirrie.

6、ServicesMarketingManagement(ThirdEdition)M.1ondonandNewYork:Tay1or&FrancisGroup,2011.ReadingMateria1s：1. Reinders,M.J.Dabho1kar.P.A.,&Frambach,R.T.(2008).ConsequencesofForcingConsumerstoUseTechno1ogy-BasedSe1f-Service.Journa1ofServiceResearch.11(2),107-123.2. Vo1ckner,F.,Satt1er,H.,Hennig-Thurau,T.,

7、&Ring1e,C.M.(2010).TheRo1eofParentBrandQua1ityforServiceBrandExtensionSuccess.Journa1ofServiceResearch.13(4),379-396.3. Hogreve,J.,Bi1stein,N.&Hoerner,K.(2019).ServiceRecoverjfonStage:EffectsofSocia1MediaRecoverjfonVirtua11yPresentOthers.Journa1ofServiceResearch,22(4),421-439.4. Jung,J.H,Yoo,J.J.,&A

8、rno1d.T.J.(2017).ServiceC1imateasaModeratoroftheEffectsofCustomer-to-CustomerInteractionsonCustomerSupportandServiceQua1ity.Journa1ofServiceResearch,20(4),426-440.5. Henke1,A.P,Boegershausen,J.,Rafae1i,A.,&1emmink,J.(2017).TheSocia1DimensionofServiceInteractions.Journa1ofServiceResearch,20(2),120-134.6. Schaefers,T.,Wittkowski,K.,Benoit,S.,&Ferraro,R.(2016).ContagiousEffectsofCustomerMisbehaviorinAccess-BasedServices.Journa1ofServiceResearch,19(1),3-21.Author：GongXiushuangApprovedby：1iFeng