Special issue on service marketing and management: European contributions

Journal of Business Research

Volumn 44, Issue 1, 1999, Pages 1-4

  Pieters, Rik ^a   Botschen, Guenther ^b  

^a TILBURG UNIVERSITY   (Netherlands)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032615813     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0148-2963(97)00172-0     Document Type: Article

References (6)

1. Grönroos, Christian: Toward a Third Phase in Service Quality Research: Challenges and Future Directions, in Advances in Services Marketing and Management, vol. 4, Theresa Swartz, David E. Bowen, and Stephen W. Brown, eds., JAI Press, Greenwich, CT. 1993, pp. 49-64.
2. Langeard, Eric, Bateson, John, Lovelock, Christopher, and Eiglier, Pierre: Marketing of Services: New Insights from Consumers and Managers. Report No. 81-104. Cambridge, Marketing Science Institute, MA. 1981.
3. Langeard, Eric, and Eiglier, Pierre: Strategic Management of Service Development, in Emerging Perspectives on Services Marketing, Leonard L. Berry, G. Lynn Shostack, and Gregory D. Upah, eds., American Marketing Association, Chicago. 1983, pp. 68-72.
4. Parasuraman, Albert, Zeithaml, Valerie A., Berry, Leonard L.: A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing 49 (Fall 1985): 41-50.
5. Rust, Ronald T., Zahorik, Anthony J., and Keiningham, Timothy L.: Return on Quality (ROQ): Making Service Quality Financially Accountable. Journal of Marketing 59 (April 1995): 58-70.
6. Shostack, G. Lynn: Service Positioning through Structural Change. Journal of Marketing 51 (January 1987): 34-43.