Predicting a diverse future: Directions and issues in the marketing of services

European Journal of Marketing

Volumn 36, Issue 4, 2002, Pages 479-494

  Laing, Angus ^a   Lewis, Barbara ^b   Foxall, Gordon ^c   Hogg, Gillian ^d  

^a UNIVERSITY OF ABERDEEN   (United Kingdom)

^b UNIVERSITY OF MANCHESTER   (United Kingdom)

^c KEELE UNIVERSITY   (United Kingdom)

^d GLASGOW CALEDONIAN UNIVERSITY   (United Kingdom)

Author keywords

Globalization; Services marketing; Technological change

Indexed keywords

EID: 14844345388     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560210417273     Document Type: Review

References (44)

1. Aijo, T.S. (1996), “The theoretical and philosophical underpinnings of relationship marketing”, European Journal of Marketing, Vol. 30 No. 2, pp. 8‐18.
2. Alexander, N. and Colgate, M. (1998), “The evolution of retailer, banker and customer relationships: a conceptual framework”, International Journal of Retail and Distribution Management, Vol. 26 No. 6, pp. 225‐36.
3. Berry, L. (1995), “Relationship marketing of services: growing interest, emerging perspectives”, Journal of the Academy of Marketing Science, Vol. 23, pp. 236‐45.
4. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54 No. 2, pp. 69‐82.
5. Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994), “Critical service encounters: the employee’s viewpoint”, Journal of Marketing, Vol. 58 No. 4, pp. 95‐107.
6. Carlzon, J. (1987), Moments of Truth, Ballinger Books, Cambridge, MA.
7. Clemes, M., Mollenkopf, D. and Burn, D. (2000), “An investigation of marketing problems across service typologies”, Journal of Services Marketing, Vol. 14 No. 7, pp. 573‐94.
8. Czepiel, J.A. (1990), “Service encounters and service relationships: implications for research”, Journal of Business Research, Vol. 20, pp. 13‐21.
9. Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds) (1985), The Service Encounter, Lexington Books, Lexington, MA.
10. Docherty, N.F., Ellis‐Chadwick, F. and Hart, C. (1999), “Cyber retailing in the UK: the potential of the Internet as a retail channel”, International Journal of Retail and Distribution Management, Vol. 27 No. 1, pp. 22‐36.
11. Eriksson, K. and Vaghult, A.L. (2000), “Customer retention, purchasing behaviour and relationship substance in professional services”, Industrial Marketing Management, Vol. 29, pp. 363‐72.
12. Ettenson, R. and Turner, K. (1997), “An exploratory investigation of consumer decision making for selected professional and non‐professional services”, Journal of Services Marketing, Vol. 11, pp. 91‐104.
13. Fisk, R.P., Brown, S.W. and Bitner, M.J. (1993), “Tracking the evolution of the services marketing literature”, Journal of Retailing, Vol. 69 No. 1, pp. 61‐103.
14. Foxall, G.R. and Greenley, G.E. (1999), “Consumers emotional responses to service environments”, Journal of Business Research, Vol. 49, pp. 149‐58.
15. Gabbott, M. and Hogg, G. (1998), Consumers and Services, John Wiley and Sons, Chichester.
16. Glynn, W.J. and Lehtinen, U. (1995), “The concept of exchange: interactive approaches in services marketing”, in Glynn, W.J. and Barnes, J.G. (Eds), Understanding Services Management, John Wiley and Sons, Chichester
17. Gordon, M., McKeage, K. and Fox, M. (1998), “Relationship marketing effectiveness: the role of involvement”, Psychology and Marketing, Vol. 15, pp. 443‐59.
18. Grönroos, C. (1994), “Quo Vadis marketing? Towards a relationship paradigm”, Journal of Marketing Management, Vol. 10, pp. 347‐60.
19. Grove, S.J. and Fisk, R.P. (1983), “The dramaturgy of services exchange: an analytical framework for services marketing”, in Berry, L.L., Shostack, G.L. and Upah, G.D. (Eds), Emerging Perspectives on Services Marketing, AMA, Chicago, IL.
20. Grove, S.J., Fisk, R.P. and Bitner, M.J. (1992), “Dramatising the service experience: a managerial approach”, in Swartz, T.A., Dowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT.
21. Grove, S.J., Fisk, R.P. and Dorsch, M.J. (1998), “Assessing the theatrical components of the service encounter: a cluster analysis examination”, in Hogg, G. and Gabbott, M. (Eds), Service Industries Marketing: New Approaches, Frank Cass, London.
22. Gummesson, E. (1999), Total Relationship Marketing, Butterworth‐Heinemann, Oxford.
23. Gwinmer, K., Gremler, D. and Bitner, M.J. (1998), “Relational benefits in service industries: the customer’s perspective”, Journal of the Academy of Marketing Science, Vol. 26, pp. 101‐14.
24. Harris, K., Baron, S. and Ratcliffe, J. (1995), “Customers as oral participants in the service setting”, Journal of Services Marketing, Vol. 9 No. 4, pp. 64‐76.
25. Hart, S. and Hogg, G. (1998), “Relationship marketing in corporate legal services”, in Hogg, G. and Gabbott, M. (Eds), Service Industries Marketing: New Approaches, Frank Cass, London.
26. Hill, C.J. and Motes, W.H. (1995), “Professional versus generic retail services: new insights”, Journal of Services Marketing, Vol. 9 No. 2, pp. 25‐35.
27. Hogg, G. and Gabbott, M. (1998), “Introduction”, in Hogg, G. and Gabbott, M. (Eds), Service Industries Marketing: New Approaches, Frank Cass, London.
28. Jadad, A. (1998), “Promoting partnerships: challenges for the Internet age”, British Medical Journal, Vol. 319, pp. 761‐5.
29. John, J. (1996, “A dramaturgical view of the health care service encounter: cultural value‐based impression management guidelines for medical professional behaviour”, European Journal of Marketing, Vol. 30 No. 9, pp. 60‐75.
30. Klein, R. (1995), “Big‐bang health care reform – does it work?”, Millbank Quarterly, Vol. 73, pp. 299‐337.
31. Laing, A.W. (1995), “The marketing of financial services to independent intermediaries”, Journal of Services Marketing, Vol. 9 No. 4, pp. 6‐18.
32. Laing, A.W. and McKee, L. (2000), “Structuring the marketing function in complex professional service organisations”, European Journal of Marketing, Vol. 34 No. 5, pp. 576‐97.
33. McCallum, J.R. and Harrison, W. (1985), “Interdependence in the service encounter”, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds) (1985), The Service Encounter, Lexington Books, Lexington, MA.
34. McGrath, M.A. and Otnes, C. (1995), “Unacquainted influencers: when strangers interact in the retail setting”, Journal of Business Research, Vol. 32, pp. 261‐72.
35. Martin, C.L. and Pranter, C.A. (1989), “Compatibility management: customer to customer relationships in service environments”, Journal of Services Marketing, Vol. 3 No. 1, pp. 5‐15.
36. Mattsson, L.‐G. (1997), “Relationship marketing and the ‘market‐as‐networks’ – a comparative analysis of two evolving streams of research”, Journal of Marketing Management, Vol. 13, pp. 447‐61.
37. Price, L.L., Arnould, E.J. and Tierney, P. (1995), “Going to extremes: managing service encounters and assessing provider performance’’, Journal of Marketing, Vol. 59, pp. 83‐97.
38. Silvestro, R., Fitzgerald, L., Johnston, R. and Voss, C. (1992), “Towards a classification of service processes”, International Journal of Service Industry Management, Vol. 3 No. 3, pp. 62‐75.
39. Solomon, M.R., Surprenant, C., Czepiel, J.A. and Gutman, E.G. (1985), “A role theory on dyadic interactions: the service encounter”, Journal of Marketing, Vol. 49, pp. 99‐111.
40. Storbacka, K. (1994), “The nature of customer relationships and customer bases in retail banking”, Swedish School of Economics and Business Administration Research Report, No. 55.
41. Surprenant, C. and Solomon, M.R. (1987), “Predictability and personalisation in the service encounter”, Journal of Marketing, Vol. 51, pp. 73‐80.
42. Tellis, G.J. and Crawford, C.M. (1981), “An evolutionary approach to product growth theory’’, Journal of Marketing, Vol. 45 No. 3, pp. 125‐32.
43. Venetis, K. (1994), “Service quality perception during professional business to business service relationships”, 10th IMP Conference Proceedings, pp. 715‐35.
44. Wilson, A. (1994), Emancipating the Professions, John Wiley and Sons, Chichester.