Service marketing research: Emerging directions

Handbook of Service Marketing Research

Volumn , Issue , 2014, Pages 3-8

  Rust, Roland T ^a   Huang, Ming Hui ^b  

^a UNIVERSITY OF MARYLAND   (United States)

^b NATIONAL TAIWAN UNIVERSITY   (Taiwan)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84924736037     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4337/9780857938855.00006     Document Type: Chapter

References (11)

1. Brodie, Roderick J., Linda D. Hollebeek, Biljana Jurić and Ana Ilić (2011), “Customer engagement: conceptual domain, fundamental propositions, and implications for research,” Journal of Service Research, 14 (3), 252-71.
2. Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser and Leonard A. Schlesinger (1994), “Putting the service-profit chain to work,” Harvard Business Review, March-April, 164-74.
3. Oliver, Richard W., Roland T. Rust and Sajeev Varki (1998), “Real-time marketing,” Marketing Management, 7 (Fall-Winter), 29-37.
4. Rust, Roland T., Anthony J. Zahorik and Timothy L. Keiningham (1994), Return on Quality: Measuring the Financial Impact of Your Company’s Quest for Quality, Chicago: Probus Publishing.
5. Rust, Roland T., Anthony J. Zahorik and Timothy L. Keiningham (1995), “Return on quality (RO Q): making service quality financially accountable,” Journal of Marketing, 59 (April), 58-70.
6. Rust, Roland T. and Ming-Hui Huang (2011), Service Marketing: Insights and Directions, Marketing Science Institute “Fast Forward” series.
7. Rust, Roland T. and Ming-Hui Huang (forthcoming), “The service revolution and the transformation of marketing science,” Marketing Science.
8. Rust, Roland T., Christine Moorman and Gaurav Bhalla, (2010), “Rethinking marketing,” Harvard Business Review, 88 (1), 94-101.
9. Rust, Roland T., Valarie A. Zeithaml and Katherine N. Lemon (2004), “Customer-centered brand management,” Harvard Business Review, 82 (9), 110-18.
10. Sun, Baohong (2006), “Technology innovation and implications for customer relationship management,” Marketing Science, 25 (6), 594-7.
11. Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a new dominant logic for marketing,” Journal of Marketing, 68 (January), 1-17.