What is this thing called service?

European Journal of Marketing

Volumn 33, Issue 9-10, 1999, Pages 958-974

  Johns, Nick ^a  

^a Ministry of Science   (Denmark)

Author keywords

Language; Service industries; Service quality; Services marketing

Indexed keywords

EID: 84897112480     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090569910285959     Document Type: Article

References (59)

1. Arnould, E.J. and Price, L.L. (1993), “River magic: extraordinary experience and extended service encounter”, Journal of Consumer Research, Vol. 20, June, pp. 24‐45.
2. Arnould, E.J., Price, L.L. and Tierney, P. (1996), “The wilderness servicescape”, Proceedings of the 4th International Research Seminar on Service Management, IAE, Aix‐en‐Provence, pp. 599‐619.
3. Arnould, E.J., Price, L.L. and Tierney, P. (1997), “Communicative staging of the wilderness servicescape”, paper presented at the AMA Dublin Conference, Dublin, June.
4. Babakus, E. and Boller, G.W. (1992), “An empirical assessment of the SERVQUAL Scale”, Journal of Business Research, Vol. 24, pp. 253‐68.
5. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, April, pp. 69‐82.
6. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57‐71.
7. Bitner, M.J. and Hubbert, A.R. (1994), “Encounter satisfaction versus service quality: the consumer’s voice”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA.
8. Bowen, D.E. and Schneider, B. (1988), “Services marketing and management: implications for organizational behaviour”, Research in Organizational Behaviour, Vol. 10, pp. 43‐80.
9. Brogowicz, A.A., Delene, L.M. and Lyth, D.M. (1990), “A synthesised service quality model with managerial implications”, International Journal of Service Industry Management, Vol. 1 No. 1, pp. 27‐45.
10. Brown, S.W., Haynes, R.M. and Saunders, D.L. (1990), “Revitalising service innovations”, International Journal of Service Industry Management, Vol. 1 No. 1, pp. 65‐75.
11. Buller, M. and Buller, D.(1987), “Physicians’ communication style and patient satisfaction”, Journal of Health and Social Behaviour, Vol. 28, pp. 375‐8.
12. Carlzon, J. (1987),Moments of Truth, Harper & Row, New York, NY.
13. Chadee, D.D. and Mattsson, J. (1996), “An empirical assessment of customer satisfaction in tourism”, Service Industries Journal, Vol. 16 No. 3, pp. 305‐20.
14. Collins Concise Dictionary (1989), William Collins Sons & Co. Ltd, Glasgow.
15. Danaher, P.J. and Mattsson, J. (1994), “Customer satisfaction during the service delivery process”, European Journal of Marketing, Vol. 28 No. 5, pp. 5‐16.
16. Donthu, N. (1991), “Quality control in services industry”, Journal of Professional Services Marketing, Vol. 7 No. 1.
17. Eiglier, P. and Langeard, E. (1997), Servuction: Le Marketing des Services, McGraw‐Hill, New York, NY.
18. Evans, K.R. and Brown, S.W. (1988), “Strategic options for service delivery systems”, in Frazier, G.(Ed.), Efficiency and Effectiveness in Marketing: AMA Educators’ Proceedings, American Marketing Association, Chicago, IL, pp. 207‐17.
19. Gilmore, A. and Carson, D. (1993), “Quality improvement in a services marketing context”, Journal of Services Marketing, Vol. 7 No. 3, pp. 59‐71.
20. Goodwin, C.F. (1990, “I can do it myself: training the customer to contribute to service productivity”, Journal of Services Marketing, Vol. 2, pp. 71‐8.
21. Grönroos, C. (1983), “Strategic management and marketing in the service sector”, Marketing Science Institute Working Paper Report No. 83‐104, Cambridge, MA.
22. Grönroos, C. (1988, “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, pp. 10‐13.
23. Gummesson, E. (1991), “Marketing orientation revisited: the crucial role of the part‐time marketer”, European Journal of Marketing, Vol. 25 No. 2, pp. 60‐75.
24. Gummesson, E. (1994), “Service management: an evaluation and the future’’, International Journal of Service Industry Management, Vol. 5 No. 1, pp. 28‐36.
25. Gummesson, E. (1995), “Truths and myths in service quality”, Journal for Quality and Participation, Vol. 14 No. 4, pp. 28‐36.
26. Harris, N.D. (1989), Service Operations Management, Cassell, London, p. 6.
27. Horovitz, J. and Cudennec‐Poon, C. (1990), “Putting service quality into gear”, Service Industries Journal, Vol. 10 No. 2, pp. 249‐65.
28. Johns, N. and Chesterton, J. (1994), “ICL Kidsgrove: snapshot of a changing culture”, in Teare, R. (Ed.), Achieving Quality Performance: Lessons from British Industry, Cassell, pp. 79‐110.
29. Johns, N.and Clark, S.L. (1993), “The quality audit: a means of monitoring the service provided by museums and galleries”, Journal of Museum Managership and Curatorship, Vol. 12,pp. 360‐6.
30. Johns, N. and Howard, A. (1998), “Customer expectations vs perceptions of service performance in the food service industry”, International Journal of Service Industry Management, Vol. 9.
31. Johnston, R. (1995), “The determinants of service quality: satisfiers and dissatisfiers”, International Journal of Service Industry Management, Vol. 6 No. 5, pp. 53‐71.
32. Johnston, R., Silvestro, R., Fitzgerald, L. and Voss, C. (1990), “Developing the determinants of service quality”, Proceedings of the First International Research Seminar in Service Management, La Londes des Maures, June.
33. Jones, P. and Hall, M. (1996), “Productivity and the new service paradigm, or ‘servicity’ and the neo‐service paradigm?”, in Johns, N. (Ed.), Productivity Management in Hospitality and Tourism, Cassell, London, pp. 227‐40.
34. Klaus, P.G. (1985), “Quality epiphenomenon: the conceptual understanding of quality in face‐to‐face encounters’, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee‐Customer Interactions in Service Businesses, Lexington Books, Lexington, MA.
35. Kotler, P. (1984), Marketing Management: Analysis, Planning and Control, 5th ed., Prentice‐Hall, Englewood Cliffs, NJ, pp. 443‐64.
36. Lawton, R. (1992), “A service quality strategy that will work for you”, Journal for Quality and Participation, Vol. 15 No. 3, June, pp. 38‐44.
37. Levitt, T. (1976), “The industrialization of service”, Harvard Business Review, Vol. 54 No. 5,pp. 63‐74.
38. Lewis, B. and Mitchell, V.‐W. (1990), “Defining and measuring the quality of customer service”, Marketing Intelligence, Vol. 8 No. 6, pp. 11‐17.
39. Lewis, B.R. (1989), “Quality in the service sector: a review”, International Journal of Business Management, Vol. 7 No. 5, pp. 4‐12.
40. Lewis, B.R. (1990), “Service quality: an investigation of customer care in major UK organisations”, International Journal of Service Industry Management, Vol. 1 No. 2, pp. 33‐45.
41. Lockwood, A. and Jones, L. (1989), The Management of Hotel Operations, Cassell, London.
42. Lyth, D.H. and Johnston, R. (1988), “Incorporating quality considerations into the design of a customer processing service operation’, Proceedings of the QIS Symposium, University of Karlstad, Sweden, August, pp. 1267‐9.
43. Marshall, C.E. (1985), “Can we be consumer‐oriented in a changing financial services world?”, The Journal of Consumer Marketing, Vol. 2 No. 4, pp. 37‐43.
44. Martin, W.B. (1986), “Defining what quality service is for you”, Cornell Hotel and Restaurant Administration Quarterly, February, pp. 32‐8.
45. Nikolich, M.A. and Sparks, B. (1995), “The hospitality service encounter: the role of communication”, Hospitality Research Journal, Vol. 19 No. 2, pp. 43‐56.
46. Normann, R. (1984), Service Management, Wiley, New York, NY.
47. Office for National Statistics (ONR)(1992), The United Kingdom Standard Industrial Classification of Economic Activities, HMSO, London.
48. Oxman, J.A. (1992), “The global service quality measurement program at American Express Bank”, National Productivity Review, Vol. 113, Summer, pp. 381‐92.
49. Parasuraman, A., Zeithaml, V.A. and Berry, L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, pp. 41‐50.
50. Parasuraman, A., Zeithaml V.A. and Berry L.L. (1986), “SERVQUAL: a multiple‐item scale for measuring customer perceptions of service quality”, Marketing Science Institute, Working Paper Report No 86‐108, Cambridge, MA.
51. Shostack, G.L. (1977), “Breaking free from product marketing”, Journal of Marketing, Vol. 41, April, pp. 73‐80.
52. Shostack, G.L. (1992), “Understanding services through blueprinting”, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, Vol. 1, JAI Press Inc., Greenwich, CT, pp. 75‐90.
53. Silvestro, R. and Johnston, R. (1990), “The determinants of service quality – enhancing and hygiene factors”, in Proceedings of the QUIS II Symposium, St John’s University, New York, USA, July.
54. Singh, J. (1991, “Understanding the structure of consumers’ satisfaction evaluations of service delivery”, Journal of the Academy of Marketing Science, Vol. 19 No. 3, pp. 223‐44.
55. Solomon, M., Surprenant, C., Czepiel, J. and Gutman, E. (1985), “A role theory perspective on dyadic interactions: the service encounter’, Journal of Marketing, Vol. 49, Winter, pp. 99‐111.
56. Surprenant, C. and Solomon, M. (1987), “Predictability and personalization in the service encounter”, Journal of Marketing, Vol. 51, pp. 86‐96.
57. Swan, J. and Combs, L. (1976), “Product performance and consumer satisfaction: a new concept”, Journal of Marketing, Vol. 40, pp. 25‐43.
58. Wild, R. (1990), Essentials of Production and Operations Management, Cassell, London.
59. Witt, C.A. and Witt, S.F. (1989), “Why productivity in the hotel sector is low”, Journal of Contemporary Hospitality Management, Vol. 1 No. 2, pp. 28‐34.