Moving the drama into the factory: the contribution of metaphors to services research

European Journal of Marketing

Volumn 30, Issue 9, 1996, Pages 13-36

  Goodwin, Cathy ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Metaphors; Research; Social sciences

Indexed keywords

EID: 0006072198     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090569610130025     Document Type: Article

References (74)

1. Abelson, R.F. (1976, “Script processing in attitude formation and decision making”, in Carroll, J.S. and Payne, J.S. (Eds), Cognition and Social Behavior, Erlbaum, Hillsdale, NJ.
2. Arndt, J. (1985, “On making marketing science more scientific: role of orientations, paradigms, metaphors and puzzle solving”, Journal of Marketing, Vol. 49, Summer, pp. 11‐23.
3. Arnould, E.J. and Price, L.L. (1993, “River magic: extraordinary experience and the extended service encounter”, Journal of Consumer Research, Vol. 20, June, pp. 24‐45.
4. Bateson, J.E.G. (1985, “Percieved control and the service encounter”, in Czepiel, J.et al.(Eds), The Service Encounter, Lexington Books, Lexington, MA.
5. Bell, D. (1973, The Coming of Post‐Industrial Society: A Venture in Social Forecasting, Basic Books, New York, NY.
6. Bitner, M.J. (1992, “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57‐71.
7. Bitner, M.J. and Hubbert, A.R. (1994, “Encounter satisfaction versus overall satisfaction versus quality: the customer’s voice”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, chapter 3, pp. 72‐94.
8. Bitran, G.R. and Hoech, J. (1990, “The humanization of service: respect at the moment of truth”, Sloan Management Review, Winter, pp. 89‐96.
9. Bowen, D.E. and Schneider, B. (1990, “Boundary‐spanning‐role employees and the service encounter”, in Czepiel, J.et al. (Eds), The Service Encounter, Lexington Books, Lexington, MA, pp. 124‐47.
10. Brown, S. (1977, The Poetics of Sociology, University of Chicago Press, Chicago, IL.
11. Chase, R.B. (1978, “Where does the customer fit in a service operation?”, Harvard Business Review, November/December, pp. 137‐42.
12. Clancy, J.J. (1989, The Invisible Powers: The Language of Business, Lexington Books, Lexington, MA.
13. Day, G.S. (1977, “Diagnosing the product portfolio”, Journal of Marketing, Vol. 45, April, pp. 29‐38.
14. Deighton, J. (1992, “The consumption of performance”, Journal of Consumer Research, Vol. 19, December, pp. 362‐72.
15. Donovan, R. and Rossiter, J. (1982, “Store atmosphere: an environmental psychology approach”, Journal of Retailing, Vol. 58, Spring, pp. 34‐57.
16. Dwyer, F.R., Schurr, P.H. and Oh, S. (1987, “Developing buyer‐seller relationships”, Journal of Marketing, Vol. 51, April, pp. 11‐27.
17. Geertz, C. (1983, Local Knowledge, Basic Books, New York, NY.
18. Goffman, E. (1961, Encounter: Two Studies in the Sociology of Interaction, Bobbs‐Merrill, Indianapolis, IN.
19. Goodwin, C. and Radford, R. (1993, “Models of service delivery: an integrative perspective”, in Brown, S. and Swartz, T. (Eds), Advances in Services Marketing and Management, Vol. 2, Greenwich, JAI Press, CT.
20. Grove, S.J. and Fisk, R.P. (1983, “The dramaturgy of services exchange: an analytical framework for services marketing”, in Berry, L.L. and Shostack, G.L. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL.
21. Heskett, J.L., Sasser, W.E. Jr and Hart, C.W.L. (1990, Service Breakthroughs: Changing the Rules of the Game, Free Press, New York, NY.
22. Hirschman, E.C. (1993, “Ideology in consumer research, 1980 and 1990: a Marxist and feminist critique”, Journal of Consumer Research, Vol. 19, March, pp. 537‐55.
23. Holbrook, M. (1992, “Morris fears flying”, in Hirschman, E.C. and Morris, B. (Eds), Postmodern Consumer Research: The Study of Consumption as Text, Sage Holbrook, Newbury Park, CA.
24. Hunt, S.D. and Menon, A. (1993, “Is it ‘metaphor at work’ or is it ‘metaphors, theories and models at work’?”, in Laurent, G., Lilien, G.L. and Pras, B. (Eds), Research Traditions in Marketing, Kluwer, Boston, MA, pp. 426‐32.
25. Jones, M.O., Moore, M.D. and Snyder, R.C. (1988, “Introduction to part III”, Inside Organizations: Understanding the Human Dimension, Sage, Newbury Park, CA, pp. 159‐63.
26. Kelley, S.W., Donnelly, J.H. Jr and Skinner, S.J. (1990, “Customer participation in service production and delivery”, Journal of Retailing, Vol. 3, Fall, pp. 315‐34.
27. Kendall, J.E. and Kendall, K.E. (1993, “Metaphors and methodologies: living beyond the systems machine”, MIS Quarterly, Vol. 17 No. 2, June, pp. 149‐71.
28. Kingman‐Brundage, J. (1989, “The ABCs of service system blueprinting”, in Bitner, M.J. and Crosby, L.A. (Eds), Designing a Winning Service Strategy, American Marketing Association, Chicago, IL.
29. Lakoff, G. and Johnson, M. (1980, “Conceptual metaphor in everyday language”, The Journal of Philosophy, Vol. 77 No. 8, pp. 453‐86.
30. Langeard, E., Bateson, J.E.G., Lovelock, C. and Eiglier, P. (1981, Marketing of Services: New Insights from Consumers and Managers, Report No. 81‐04, Marketing Science Institute, Cambridge, MA.
31. Leary, D. (1993, A History of Metaphors in Psychology, American Psychological Association, Washington, DC.
32. Lovelock, C. (1983, “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, Summer, pp. 9‐20.
33. Lovelock, C.H. (1991, Services Marketing, Prentice‐Hall, Englewood Cliffs, NJ.
34. Lovelock, C.H. (1994, Product Plus, McGraw‐Hill, New York, NY.
35. Lovelock, C.H. and Young, R.F. (1979, “Look to consumers to increase productivity”, Harvard Business Review, May/June, pp. 168‐78.
36. McCall, G.J. and Simmons, J.L. (1978, Identities and Interactions (2nd ed.), Free Press, New York, NY.
37. Maister, D. (1985, “The psychology of waiting lines”, in Czepiel, J.C., Solomon, M. and Suprenant, C. (Eds), The Service Encounter, Lexington Books, Lexington, MA, pp. 113‐23.
38. Morgan, G. (1986, Images of Organizations, Sage, Newbury Park, CA.
39. Neilson, A. (1992, “A new metaphor for strategic fit: all that jazz”, Leadership & Organization Development Journal, Vol. 13 No. 5, pp. 3‐6.
40. Nisbet, R.A. (1969, Social Change and History: Aspects of the Western Theory of Development, Oxford University Press, New York, NY.
41. Noblit, G.W. and Hare, R.D. (1988, Meta‐Ethnography: Synthesizing Qualitative Studies, Sage, Beverly Hills, CA.
42. Parasuraman, A., Zeithaml, V. and Berry, L.L. (1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49 No. 4, Fall, pp. 41‐50.
43. Richardson, L. (1991, “Value constituting practices, rhetoric and metaphor in sociology: a reflexive analysis”, in Agger, B. (Ed.), Current Perspectives in Social Theory: A Research Annual, Vol. 11, pp. 1‐15.
44. Richardson, L. (1994, “Writing: a method of inquiry”, in Denzin, N.K. and Lincoln, Y.S. (Eds), Handbook of Qualitative Research, Sage, Newbury Park, CA, Chapter 32, pp. 516‐29.
45. Sarbin, T.R. and Allen, V.L. (1968, “Role theory”, in Lindzey, G. and Aronson, E. (Eds), The Handbook of Social Psychology (2nd ed.), Vol. 1, Addison‐Wesley, Reading, MA, pp. 488‐568.
46. Schank, R.C. (1980, “Language and memory, ” Cognitive Science, Vol. 4 No. 2, pp. 243‐84.
47. Schneider, B. (1980, “The service organization: climate is crucial”, Organizational Dynamics, Autumn, pp. 52‐65.
48. Schneider, B. and Bowen, D.E. (1995, Winning the Service Game, Harvard Business School Press, Boston, MA.
49. Schwartz, B. (1978, “Queues, priorities and social process”, Social Psychology, Vol. 41 No. 1, pp. 3‐12.
50. Shamir, B. (1980, “Between service and servility: role conflict in subordinate service roles”, Human Relations, Vol. 33 No. 10, pp. 741‐56.
51. Shostack, G.L. (1987, “Service positioning through structural change”, Journal of Marketing, Vol. 51, January, pp. 34‐43.
52. Siehl, C., Bowen, D.E. and Pearson, C.M. (1992, “Service encounters as rites of integration: an information processing model”, Organization Science, Vol. 3 No. 4, November, pp. 37‐55.
53. Smith, K.K. and Simmons, V.M. (1983, “A Rumpelstiltskin organization: metaphors on metaphors in field research”, Administrative Science Quarterly, Vol. 28 No. 3, September, pp. 377‐92.
54. Solomon, M.R. et al. (1985), “Packaging the service provider”, ervice Industries Journal, Vol. 5, July, pp. 64‐71.
55. Stephens, N. and Swartz, T.A. (1992, “Do advertising and quality influence the image of multioutlet service companies?”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, JAI Press, Greenwich, CT, pp. 131‐50.
56. Stern, B.B. (1988, “How does an ad mean? Language in services advertising”, Journal of Advertising, Vol. 17 No. 2, pp. 3‐14.
57. Stern, B.B. (1990, “Literary criticism and the history of marketing thought: a new perspective on ‘reading’ marketing theory”, Journal of the Academy of Marketing Science, Vol. 18 No. 4, Fall, pp. 329‐36.
58. Tansik, D.A. (1990, “Balance in service systems design”, Journal of Business Research, Vol. 20 No. 2, pp. 55‐61.
59. Taylor, S. (1994, “Waiting for service: the relationship between delays and evaluations of service”, Journal of Marketing, Vol. 58 No. 2, April, pp. 56‐69.
60. Tetlock, P.E. (1985, “Accountability: the neglected social context of judgment and choice”, Research in Organizational Behavior, Vol. 7, JAI Press, Greenwich, CT, pp. 297‐332.
61. Thompson, J.D. (1973, Organizations in Action, McGraw‐Hill, New York, NY.
62. Trice, H.M. and Beyer, J.M. (1993, The Cultures of Work Organizations, Prentice‐Hall, Englewood Cliffs, NJ.
63. Tsoukas, H. (1991, “The missing link: a transformational view of metaphors in organizational science”, Academy of Management Review, Vol. 10 No. 3, pp. 566‐85.
64. Turner, V. (1992, “Dewey, Dilthey and drama: an essay in the anthropology of experience”, in Turner, V.W. and Bruner, E.M. (Eds), The Anthropology of Experience, Chapter 2, University of Illinois Press, Urbana and Chicago, IL, pp. 33‐44.
65. Van den Bulte, C. (1994, “Metaphor at work”, in Laurent, G., Lilien, G.L. and Pras, B. (Eds), Research Traditions in Marketing, Kluwer, Boston, MA, chapter 13, pp. 405‐25.
66. Weatherly, K.A. and Tansik, D.A. (1992, “Managing multiple demands: a role‐theory examination of the behaviors of customer contact service workers”, in Swartz, T.A., Bowen, D.E. and Brown, S.W., Advances in Services Marketing and Management: Research and Practice, JAI Press, Greenwich, CT, pp. 279‐300.
67. Weigert, A.J. (1981, Sociology of Everyday Life, Longman, New York, NY, and London.
68. Wilson, F. (1992, “Language, technology, gender, and power”, Human Relations, Vol. 45 No. 9, pp. 883‐904.
69. Yanow, D. (1992, “Supermarkets and culture clash: the epistemological role of metaphors in administrative practice”, Annual Review of Public Administration, Vol. 22 No. 2, June, pp. 89‐109.
70. Zaltman, G., LeMasters, K. and Heffring, M. (1982, Theory Construction in Marketing: Some Thoughts on Thinking, Wiley, New York, NY.
71. Zeithaml, V.A. (1981, “How consumer evaluation processes differ between goods and services”, in Donnelly, J.H. and George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.
72. Zeithaml, V.A., Berry L.L. and Parasuraman, A. (1988, “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, April, pp. 35‐48.
73. Zemke, R. and Anderson, K. (1990, “Customers from hell”, Training, Vol. 27, February, pp. 25‐32.
74. Zimbardo, P. (1969, “The human choice: individuation, reason and order versus deindividuation, impulse and chaos”, in Arnold, W. J. and Levine, D. (Eds), Nebraska Symposium on Motivation, Vol. 17, University of Nebraska Press, Lincoln, NE.