An agenda for research into services management - Afterword to the special edition on European research in service marketing

Journal of Business Research

Volumn 57, Issue 4, 2004, Pages 456-458

  Lings, Ian ^a   Lemmink, Jos ^a   Botschen, Günther ^a  

^a ASTON UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 1242328528     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0148-2963(02)00279-5     Document Type: Editorial

References (10)

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4. Heskett J.L. Jones T.O. Loveman G.W. Sasser E.W. Schlesinger L.A. Putting the service-profit chain to work Harv. Bus. Rev. 1994 164-172 March/April
5. Lings I.N. Managing service quality with internal market schematics Long Range Planning J. 32 4 1999 452-463
6. Parasuraman A. Berry L.L. Zeithaml V.A. Understanding customer expectations of service Sloan Manage. Rev. 1991 39-48 Spring
7. Piercy N.F. Customer satisfaction and the internal market: marketing our customers to our employees J. Mark. Pract. Appl. Mark. Sci. 1 1 1995 22-44
8. Ruekert R.W. Walker O.C. Roering K.J. The organization of marketing activities: a contingency theory of structure and performance J. Mark. 49 1985 13-25 Winter
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10. Zeithaml V.A. Parasuraman A. Berry L.L. Communication and control process in the delivery of service quality J. Mark. 52 1988 35-48 April