-
2
-
-
1942459431
-
-
audio tape, Chicago, IL: Teach 'Em, Inc
-
Berry, Leonard L., 1987, How to Improve Quality of Service, audio tape, Chicago, IL: Teach 'Em, Inc.
-
(1987)
How to Improve Quality of Service
-
-
Berry, L.L.1
-
3
-
-
0001791226
-
Services marketing is different
-
Berry, Leonard L., 1980, 'Services Marketing is Different', Business, Vol.30, No.3, pp.24-39.
-
(1980)
Business
, vol.30
, Issue.3
, pp. 24-39
-
-
Berry, L.L.1
-
4
-
-
0002183869
-
The employee as customer
-
Berry, Leonard L., 1981, 'The Employee as Customer', Journal of Retail Banking, Vol.3, No.1, pp.33-40.
-
(1981)
Journal of Retail Banking
, vol.3
, Issue.1
, pp. 33-40
-
-
Berry, L.L.1
-
5
-
-
0004267594
-
-
New York: The Free Press
-
Berry, Leonard L., 1995, On Great Service, New York: The Free Press.
-
(1995)
On Great Service
-
-
Berry, L.L.1
-
8
-
-
3543138396
-
Quality counts in services too
-
Berry, Leonard L., V. Zeithaml, and A. Parasuraman, 1985, 'Quality Counts in Services. Too', Business Horizons, Vol.28, No.3, pp.44-52.
-
(1985)
Business Horizons
, vol.28
, Issue.3
, pp. 44-52
-
-
Berry, L.L.1
Zeithaml, V.2
Parasuraman, A.3
-
9
-
-
3543077034
-
The extra role performance of service employees on behalf of their customers and firms
-
D.W. Cravens and P.R. Dickenson (eds), Chicago, IL: American Marketing Association
-
Bettencourt, Lance A. and Stephen W. Brown, 1993, 'The Extra Role Performance of Service Employees on Behalf of Their Customers and Firms,' in D.W. Cravens and P.R. Dickenson (eds), Enhancing Knowledge Development in Marketing, Chicago, IL: American Marketing Association, pp.125-6.
-
(1993)
Enhancing Knowledge Development in Marketing
, pp. 125-126
-
-
Bettencourt, L.A.1
Brown, S.W.2
-
10
-
-
1942427574
-
Service providers can learn a lot in acting
-
9 November
-
Billingsley, Kevin, 1998, 'Service Providers Can Learn a Lot in Acting 101', Marketing News, 9 November, pp.13-14.
-
(1998)
Marketing News
, vol.101
, pp. 13-14
-
-
Billingsley, K.1
-
11
-
-
21844492054
-
Critical service encounters: The employee's view
-
Bitner, Mary Jo, Bernard H. Booms and Lois A. Mohr, 1994, 'Critical Service Encounters: the Employee's View', Journal of Marketing, Vol.58, No.3, pp.95-106.
-
(1994)
Journal of Marketing
, vol.58
, Issue.3
, pp. 95-106
-
-
Bitner, M.J.1
Booms, B.H.2
Mohr, L.A.3
-
12
-
-
0001965293
-
The service encounter: Diagnosing favorable and unfavorable incidents
-
Bitner, Mary Jo, Bernard H. Booms and Mary Stanfield Tetreault, 1990, 'The Service Encounter: Diagnosing Favorable and Unfavorable Incidents', Journal of Marketing. Vol.54, No. 1, 71-84.
-
(1990)
Journal of Marketing
, vol.54
, Issue.1
, pp. 71-84
-
-
Bitner, M.J.1
Booms, B.H.2
Tetreault, M.S.3
-
13
-
-
1942523770
-
The drama of selling
-
Campbell, Tricia, 1997, 'The Drama of Selling', Sales and Marketing Management, Vol.149, No. 13, p.92.
-
(1997)
Sales and Marketing Management
, vol.149
, Issue.13
, pp. 92
-
-
Campbell, T.1
-
15
-
-
0009633365
-
-
Boston, MA: Houghton Mifflin
-
Fisk, Raymond P., Stephen J. Grove and Joby John, 2000, Interactive Services Marketing, Boston, MA: Houghton Mifflin.
-
(2000)
Interactive Services Marketing
-
-
Fisk, R.P.1
Grove, S.J.2
John, J.3
-
16
-
-
1942523768
-
Lessons in organizational dramaturgy: The art of impression management
-
October
-
Gardner, William M. III, 1992, 'Lessons in Organizational Dramaturgy: The Art of Impression Management', Business Edge, October, pp.17-19.
-
(1992)
Business Edge
, pp. 17-19
-
-
Gardner III, W.M.1
-
18
-
-
0012240958
-
Impression management in services marketing
-
T.A. Swartz and D. Iacobucci (eds), Thousand Oaks, CA: Sage
-
Grayson, Kent and David Shulman, 2000, 'Impression Management in Services Marketing', in T.A. Swartz and D. Iacobucci (eds), Handbook of Services Marketing and Management, Thousand Oaks, CA: Sage.
-
(2000)
Handbook of Services Marketing and Management
-
-
Grayson, K.1
Shulman, D.2
-
19
-
-
0002795078
-
Internal marketing - Theory and practice
-
T. Bloch, G. Upah and V. Zeithaml (eds), Chicago, IL: American Marketing Association
-
Grönroos, Christian, 1985, 'Internal Marketing - Theory and Practice', in T. Bloch, G. Upah and V. Zeithaml (eds), Services Marketing in a Changing Environment, Chicago, IL: American Marketing Association, 41-7.
-
(1985)
Services Marketing in a Changing Environment
, pp. 41-47
-
-
Grönroos, C.1
-
21
-
-
0003349475
-
The dramaturgy of services exchange: An analytical framework for services marketing
-
L. Berry, L. Shostack and G. Upah (eds), Chicago, IL: American Marketing Association
-
Grove, Stephen J. and Raymond Fisk, 1983, 'The Dramaturgy of Services Exchange: An Analytical Framework for Services Marketing', in L. Berry, L. Shostack and G. Upah (eds), Emerging Perspectives on Services Marketing, Chicago, IL: American Marketing Association, pp.45-9.
-
(1983)
Emerging Perspectives on Services Marketing
, pp. 45-49
-
-
Grove, S.J.1
Fisk, R.2
-
22
-
-
0003378926
-
Impression management in services marketing: A dramaturgical perspective
-
R. Giacalone and P. Rosenfeld (eds), Hillsdale, NJ: Lawrence Erlbaum Associates
-
Grove, Stephen J. and Raymond Fisk, 1989, 'Impression Management in Services Marketing: A Dramaturgical Perspective', in R. Giacalone and P. Rosenfeld (eds), Impression Management in the Organization, Hillsdale, NJ: Lawrence Erlbaum Associates, pp.427-38.
-
(1989)
Impression Management in the Organization
, pp. 427-438
-
-
Grove, S.J.1
Fisk, R.2
-
23
-
-
41549095733
-
Service theater: An analytical framework for services marketing
-
Christopher H. Lovelock 4th ed., Englewood Cliffs, NJ: Prentice-Hall, Inc
-
Grove, Stephen J. and Raymond Fisk, 2001, 'Service Theater: An Analytical Framework for Services Marketing'. in Christopher H. Lovelock, Services Marketing: Text, Cases, and Readings, 4th ed., Englewood Cliffs, NJ: Prentice-Hall, Inc.
-
(2001)
Services Marketing: Text, Cases, and Readings
-
-
Grove, S.J.1
Fisk, R.2
-
24
-
-
0039707642
-
Dramatizing the service experience: A managerial approach
-
Greenwich, CT: JAI Press Inc
-
Grove, Stephen J., Raymond Fisk and Mary Jo Bitner 1992, 'Dramatizing the Service Experience: A Managerial Approach', in Advances in Services Marketing and Management, Volume 1, Greenwich, CT: JAI Press Inc., pp.91-121.
-
(1992)
Advances in Services Marketing and Management
, vol.1
, pp. 91-121
-
-
Grove, S.J.1
Fisk, R.2
Bitner, M.J.3
-
25
-
-
1942459433
-
Service as theater: Guidelines and implications
-
T.A. Schwartz and D. Iacobucci (eds). Thousand Oaks, CA: Sage
-
Grove, Stephen J., Raymond Fisk and Joby John, 2000, 'Service as Theater: Guidelines and Implications', in T.A. Schwartz and D. Iacobucci (eds). Handbook of Services Marketing and Management, Thousand Oaks, CA: Sage.
-
(2000)
Handbook of Services Marketing and Management
-
-
Grove, S.J.1
Fisk, R.2
John, J.3
-
26
-
-
0002911541
-
Service is everybody's business
-
27 June
-
Henkoff, Ronald, 1994a, 'Service is Everybody's Business', Fortune, 27 June , pp.48-60.
-
(1994)
Fortune
, pp. 48-60
-
-
Henkoff, R.1
-
27
-
-
0002911544
-
Finding, training, and keeping the best service workers
-
3 October
-
Henkoff, Ronald, 1994b. 'Finding, Training, and Keeping the Best Service Workers', Fortune, 3 October, pp.110-22.
-
(1994)
Fortune
, pp. 110-122
-
-
Henkoff, R.1
-
28
-
-
0004261338
-
-
Berkeley, CA: University of California Press
-
Hochschild, Arlie R., 1983, The Managed Heart, Berkeley, CA: University of California Press.
-
(1983)
The Managed Heart
-
-
Hochschild, A.R.1
-
30
-
-
1942491780
-
A dramaturgical view of the health care service encounter: Cultural value-based impression management guidelines for medical professional behavior
-
John, Joby, 1996, 'A Dramaturgical View of the Health Care Service Encounter: Cultural Value-Based Impression Management Guidelines for Medical Professional Behavior', European Journal of Marketing, Vol.30, No.9, pp.60-74.
-
(1996)
European Journal of Marketing
, vol.30
, Issue.9
, pp. 60-74
-
-
John, J.1
-
31
-
-
0022118896
-
Face to the custom
-
Kanter, Rosabeth Moss and Katherine Esty, 1985, 'Face to the Custom', Healthcare Forum, Vol.28, No.5, pp.26-8.
-
(1985)
Healthcare Forum
, vol.28
, Issue.5
, pp. 26-28
-
-
Kanter, R.M.1
Esty, K.2
-
32
-
-
1942427575
-
The theater of life
-
Kirkman, Frank, 1987, The Theater of Life', Management Decision, Vol.25, No.1, pp.9-17.
-
(1987)
Management Decision
, vol.25
, Issue.1
, pp. 9-17
-
-
Kirkman, F.1
-
33
-
-
1942459435
-
Freud and the art of eatery
-
Larson, Erik, 1989, 'Freud and the Art of Eatery', Best of Business Quarterly, Vol.11, No.1, pp.86-91.
-
(1989)
Best of Business Quarterly
, vol.11
, Issue.1
, pp. 86-91
-
-
Larson, E.1
-
35
-
-
0002591824
-
Why marketing management needs to be different for services
-
J. Donnelly and W. George (eds), Chicago, IL: American Marketing Association
-
Lovelock, Christopher H., 1981, 'Why Marketing Management Needs to be Different for Services', in J. Donnelly and W. George (eds), Marketing of Services, Chicago, IL: American Marketing Association, pp.5-9.
-
(1981)
Marketing of Services
, pp. 5-9
-
-
Lovelock, C.H.1
-
36
-
-
0001836610
-
Classifying services to gain strategic marketing insights
-
Lovelock, Christopher H., 1983, 'Classifying Services to Gain Strategic Marketing Insights', Journal of Marketing, Vol.47, No.2, pp.9-20.
-
(1983)
Journal of Marketing
, vol.47
, Issue.2
, pp. 9-20
-
-
Lovelock, C.H.1
-
37
-
-
0004117302
-
-
New York: McGraw-Hill
-
Lovelock, Christopher H., 1994, Product Plus, New York: McGraw-Hill.
-
(1994)
Product Plus
-
-
Lovelock, C.H.1
-
38
-
-
0004003607
-
-
2nd ed., Upper Saddle River, NJ: Prentice Hall
-
Lovelock, Christopher and Lauren Wright, 2002, Principles of Service Marketing and Management, 2nd ed., Upper Saddle River, NJ: Prentice Hall.
-
(2002)
Principles of Service Marketing and Management
-
-
Lovelock, C.1
Wright, L.2
-
39
-
-
0001957583
-
The role of personalization in service encounters
-
Mittal, Banwani and Walfried M. Lasser, 1996, 'The Role of Personalization in Service Encounters', Journal of Retailing, Vol.72, No.1, pp.95-109.
-
(1996)
Journal of Retailing
, vol.72
, Issue.1
, pp. 95-109
-
-
Mittal, B.1
Lasser, W.M.2
-
40
-
-
33845259170
-
The role of employee effort in satisfaction with service transactions
-
Mohr, Lois A. and Mary J. Bitner, 1995, 'The Role of Employee Effort in Satisfaction With Service Transactions', Journal of Business Research, Vol.32, pp.239-52.
-
(1995)
Journal of Business Research
, vol.32
, pp. 239-252
-
-
Mohr, L.A.1
Bitner, M.J.2
-
41
-
-
0039610318
-
-
New York: The Viking Press
-
Moore, Sonia, 1968, Training An Actor, New York: The Viking Press.
-
(1968)
Training an Actor
-
-
Moore, S.1
-
42
-
-
0002551480
-
The motivational basis of organizational citizenship behavior
-
B.M. Shaw and L.L. Cummings (eds), Greenwich, CT: JAI Press
-
Organ, Dennis W., 1990, 'The Motivational Basis of Organizational Citizenship Behavior', in B.M. Shaw and L.L. Cummings (eds), Research in Organizational Behavior, Volume 12, Greenwich, CT: JAI Press, pp.43-72.
-
(1990)
Research in Organizational Behavior
, vol.12
, pp. 43-72
-
-
Organ, D.W.1
-
43
-
-
0041701750
-
-
Carbondale, IL: Southern Illinois University Press
-
Payne, Darwin Reid, 1981, The Scenographic Imagination, Carbondale, IL: Southern Illinois University Press.
-
(1981)
The Scenographic Imagination
-
-
Payne, D.R.1
-
45
-
-
84992932637
-
Going to extremes: Managing service encounters and assessing provider performance
-
Price, Linda L., Eric J. Arnould and Patrick Tierney, 1995, 'Going to Extremes: Managing Service Encounters and Assessing Provider Performance', Journal of Marketing, Vol.59, No.2, pp.83-97.
-
(1995)
Journal of Marketing
, vol.59
, Issue.2
, pp. 83-97
-
-
Price, L.L.1
Arnould, E.J.2
Tierney, P.3
-
46
-
-
0000217033
-
Dress and behavior of customer contact employees: A framework for analysis
-
T.A. Swatz, D.E. Bowen and S.W. Brown (eds), Greenwich, CT: JAI Press
-
Rafaeli, Anat, 1993, 'Dress and Behavior of Customer Contact Employees: A Framework for Analysis', in Advances in Services Marketing and Management, Vol.2, T.A. Swatz, D.E. Bowen and S.W. Brown (eds), Greenwich, CT: JAI Press, pp.175-211.
-
(1993)
Advances in Services Marketing and Management
, vol.2
, pp. 175-211
-
-
Rafaeli, A.1
-
47
-
-
58149370315
-
Restauration theater: Giving direction to service
-
Romm, David, 1989, '"Restauration Theater": Giving Direction to Service', Cornell Hotel and Restaurant Administration Quarterly, Vol.29, No.4, pp.30-39.
-
(1989)
Cornell Hotel and Restaurant Administration Quarterly
, vol.29
, Issue.4
, pp. 30-39
-
-
Romm, D.1
-
48
-
-
85107982221
-
Return on quality (ROQ): Making service quality financially Accountable
-
Rust, Roland T., Anthony J. Zahorik and Timothy L. Kenningham, 1995, 'Return on Quality (ROQ): Making Service Quality Financially Accountable', Journal of Marketing, Vol.59, No.2, pp.58-70.
-
(1995)
Journal of Marketing
, vol.59
, Issue.2
, pp. 58-70
-
-
Rust, R.T.1
Zahorik, A.J.2
Kenningham, T.L.3
-
51
-
-
0002517017
-
A role theory perspective on dyadic interactions: The service encounter
-
Soloman, Michael R., Carol Suprenant, John A. Czepiel and Evelyn G. Gutman, 1985, 'A Role Theory Perspective on Dyadic Interactions: 'The Service Encounter', Journal of Marketing, Vol.49, No.1, pp.99-111.
-
(1985)
Journal of Marketing
, vol.49
, Issue.1
, pp. 99-111
-
-
Soloman, M.R.1
Suprenant, C.2
Czepiel, J.A.3
Gutman, E.G.4
-
53
-
-
0346485994
-
Designing service performances
-
Tax, Stephen S. and F. Ian Stuart, 2001, 'Designing Service Performances', Marketing Management, Vol.10, No.2, pp.8-9.
-
(2001)
Marketing Management
, vol.10
, Issue.2
, pp. 8-9
-
-
Tax, S.S.1
Stuart, F.I.2
-
55
-
-
0002344732
-
Problems and strategies in services marketing
-
Zeithaml, Valarie, A. Parasuraman and Leonard L. Berry, 1985, 'Problems and Strategies in Services Marketing', Journal of Marketing, Vol.49, No.2, pp.33-46.
-
(1985)
Journal of Marketing
, vol.49
, Issue.2
, pp. 33-46
-
-
Zeithaml, V.1
Parasuraman, A.2
Berry, L.L.3
|