Cyberservice: Taming service marketing problems with the world wide web

Business Horizons

Volumn 42, Issue 1, 1999, Pages 11-18

  Pitt, Leyland ^a   Berthon, Pierre ^b   Watson, Richard T ^c  

^a CARDIFF UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF BATH   (United Kingdom)

^c UNIVERSITY OF GEORGIA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032622563     PISSN: 00076813     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0007-6813(99)80044-5     Document Type: Article

References (22)

1. C. Anderson, "Computer as audience," in E. Forrest and R. Mizerski (eds.), Interactive Marketing: The Future Present (Lincolnwood, IL: NTC Business Books and American Marketing Assoc., 1995): 149-162.
2. K. Anderson and R. Zemke, Delivering Knock-your-socks-off Services (New York, NY: AMACOM, 1991).
3. L.L. Berry and A. Parasuraman, "Listening to the customer - The concept of a service-quality information system," Sloan Management Review, 38, 3 (1997): 65-76.
4. P. Berthon, L. Pitt, and R.T. Watson, "Marketing communication and the world wide web," Business Horizons, September-October 1996, pp. 24-32.
5. P. Berthon, L. Pitt, and R.T. Watson, "The world wide web as an advertising medium: Towards an understanding of conversion efficiency," Journal of Advertising Research, 36, 1 (1996): 43-54.
6. R.M. Bessom and D.W. Jackson, "Service retailing: A strategic marketing approach," Journal of Retailing, Summer 1975, pp. 137-149.
7. R.B. Chase and D.M Stewart, "Make your service failsafe," Sloan Management Review, 35, 3 (1994): 35-44.
8. P. Kotler, Marketing Management: Analysis, Planning, and Control, 6th Ed. (Englewood Cliffs, NJ: Prentice Hall, 1988).
9. T. Levitt, "The industrialization of service," Harvard Business Review, September-October 1976, pp. 63-74.
10. C.J. Lovelock, "Why marketing needs to be different in services," in J.H. Donnelly and W.R. George (eds.), Marketing of Services (Chicago: American Marketing Assoc., 1981): 5-9.
11. P.K. Mills, R.B. Chase, and N. Margulies, "Motivating the client/employee system as a service production strategy," Academy of Management Review 8, 2 (1983): 301-310.
12. P.K. Mills and J.H. Morris, "Clients as 'partial' employees of service organizations: Role development in client participation," Academy of Management Review, 11, 4 (1986): 726-735.
13. A. Parasuraman, V.A. Zeithaml, and L.L. Berry, "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality," Journal of Retailing, 64, 1 (1988): 12-40.
14. "Poised for take-off: The travel industry is a natural when it comes to cyberspace sales," Wall Street Journal, June 17, 1996, p. R4.
15. B.J. Quinn, P. Anderson, and S. Finkelstein, "Leveraging intellect," Academy of Management Executive 10, 3 (1996): 7-27.
16. J.M. Rathmell, Marketing in the Services Sector (Cambridge, MA: Winthrop, 1974).
17. W.J. Regan, "The service revolution," Journal of Marketing, July 1963, pp. 57-62.
18. G.L. Shostack, "Breaking free from product marketing," Journal of Marketing 41, 2 (1977): 73-80.
19. M.V. Uzumeri and C.A. Snyder, "Information technology and accelerated science: The case of the pentium flaw," California Management Review, 38, 2 (1996): 44-63.
20. M. Walsh, "The air bill joins the 8-track," Internet World, 8, 8 (1997): 43-44.
21. V.A. Zeithaml, "How consumer evaluation processes differ between goods and services," in J.H. Donnelly and W.R. George (eds.), Marketing of Services (Chicago: American Marketing Association, 1981).
22. V. Zeithaml, A. Parasuraman, and L.L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990).