-
1
-
-
84855297152
-
Frontiers of the marketing paradigm in the third millennium
-
Achrol, R.S. and Kotler, P. (2012), “Frontiers of the marketing paradigm in the third millennium”, Journal of the Academy of Marketing Science, Vol. 40 No. 1, pp. 35-52.
-
(2012)
Journal of the Academy of Marketing Science
, vol.40
, Issue.1
, pp. 35-52
-
-
Achrol, R.S.1
Kotler, P.2
-
2
-
-
84960487038
-
-
accessed 29 November 2013
-
American Marketing Association (AMA) (2013), “Dictionary”, available at: Www.marketingpower.com/_layouts/dictionary.aspx?dLetter_G (accessed 29 November 2013).
-
(2013)
Dictionary
-
-
American Marketing Association (AMA)1
-
3
-
-
33846673218
-
The dining experience: Do restaurants satisfy customer needs?
-
Andersson, T.D. and Mossberg, L. (2004), “The dining experience: Do restaurants satisfy customer needs?”, Food Service Technology, Vol. 4 No. 4, pp. 171-177.
-
(2004)
Food Service Technology
, vol.4
, Issue.4
, pp. 171-177
-
-
Andersson, T.D.1
Mossberg, L.2
-
4
-
-
51249177591
-
On the evaluation of structural equation models
-
Bagozzi, R.P. and Yi, Y. (1988), “On the evaluation of structural equation models”, Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
-
(1988)
Journal of the Academy of Marketing Science
, vol.16
, Issue.1
, pp. 74-94
-
-
Bagozzi, R.P.1
Yi, Y.2
-
5
-
-
34250108028
-
Model selection and Akaike’s information criterion (AIC): The general theory and its analytical extensions
-
Bozdogan, H. (1987), “Model selection and Akaike’s information criterion (AIC): The general theory and its analytical extensions”, Psychometrika, Vol. 52 No. 3, pp. 345-370.
-
(1987)
Psychometrika
, vol.52
, Issue.3
, pp. 345-370
-
-
Bozdogan, H.1
-
6
-
-
49949098666
-
The compelling ‘hard case’ for ‘green’ hotel development
-
Butler, J. (2008), “The compelling ‘hard case’ for ‘green’ hotel development”, Cornell Hospitality Quarterly, Vol. 49 No. 3, pp. 234-244.
-
(2008)
Cornell Hospitality Quarterly
, vol.49
, Issue.3
, pp. 234-244
-
-
Butler, J.1
-
7
-
-
84884522213
-
Gap analysis of green hotel marketing
-
Chan, E.S.W. (2013a), “Gap analysis of green hotel marketing”, Journal of Contemporary Hospitality Management, Vol. 25 No. 7, pp. 1017-1048.
-
(2013)
Journal of Contemporary Hospitality Management
, vol.25
, Issue.7
, pp. 1017-1048
-
-
Chan, E.1
-
8
-
-
84878613103
-
Managing green marketing: Hong Kong hotel managers’ perspective
-
Chan, E.S.W. (2013b), “Managing green marketing: Hong Kong hotel managers’ perspective”, International Journal of Hospitality Management, Vol. 34 No. 2, pp. 442-461.
-
(2013)
International Journal of Hospitality Management
, vol.34
, Issue.2
, pp. 442-461
-
-
Chan, E.1
-
9
-
-
0035644212
-
Determinants of Chinese consumers’ green purchase behavior
-
Chan, R.Y.K. (2001), “Determinants of Chinese consumers’ green purchase behavior”, Psychology & Marketing, Vol. 18 No. 4, pp. 389-413.
-
(2001)
Psychology &Amp; Marketing
, vol.18
, Issue.4
, pp. 389-413
-
-
Chan, R.1
-
10
-
-
77951979035
-
The drivers of green brand equity: Green brand image, green satisfaction, and green trust
-
Chen, Y.S. (2010), “The drivers of green brand equity: Green brand image, green satisfaction, and green trust”, Journal of Business Ethics, Vol. 93 No. 2, pp. 307-319.
-
(2010)
Journal of Business Ethics
, vol.93
, Issue.2
, pp. 307-319
-
-
Chen, Y.S.1
-
11
-
-
79952784645
-
Green organizational identity: Sources and consequence
-
Chen, Y.S. (2011), “Green organizational identity: Sources and consequence”, Management Decision, Vol. 49 No. 3, pp. 384-404.
-
(2011)
Management Decision
, vol.49
, Issue.3
, pp. 384-404
-
-
Chen, Y.S.1
-
12
-
-
77949368467
-
The determinants of hotels’ marketing managers’ green marketing behaviour
-
El Dief, M. and Font, X. (2010), “The determinants of hotels’ marketing managers’ green marketing behaviour”, Journal of Sustainable Tourism, Vol. 18 No. 2, pp. 157-174.
-
(2010)
Journal of Sustainable Tourism
, vol.18
, Issue.2
, pp. 157-174
-
-
El Dief, M.1
Font, X.2
-
13
-
-
0000009769
-
Evaluating structural equation models with unobservable variables and measurement error
-
Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
-
(1981)
Journal of Marketing Research
, vol.18
, Issue.1
, pp. 39-50
-
-
Fornell, C.1
Larcker, D.F.2
-
14
-
-
34249949404
-
The power of green
-
15 April
-
Friedman, T.L. (2007), “The power of green”, The New York Times, 15 April, available at: Www.nytimes.com/2007/04/15/magazine/15green.t.html
-
(2007)
The New York Times
-
-
Friedman, T.L.1
-
15
-
-
0000789331
-
An updated paradigm for scale development incorporating unidimensionality and its assessment
-
Gerbing, D.W. and Anderson, J.C. (1988), “An updated paradigm for scale development incorporating unidimensionality and its assessment”, Journal of Marketing Research, Vol. 25 No. 2, pp. 186-192.
-
(1988)
Journal of Marketing Research
, vol.25
, Issue.2
, pp. 186-192
-
-
Gerbing, D.W.1
Anderson, J.C.2
-
16
-
-
9344233277
-
Choosing the right green marketing strategy
-
Ginsberg, J.M. and Bloom, P.N. (2004), “Choosing the right green marketing strategy”, Sloan Management Review, Vol. 46 No. 1, pp. 79-84.
-
(2004)
Sloan Management Review
, vol.46
, Issue.1
, pp. 79-84
-
-
Ginsberg, J.M.1
Bloom, P.N.2
-
17
-
-
5644268045
-
Going green in the service sector: Social responsibility issues, implications, and implementation
-
Grove, S.J., Fisk, R.P., Pickett, G.M. and Kangun, N. (1996), “Going green in the service sector: Social responsibility issues, implications, and implementation”, European Journal of Marketing, Vol. 30 No. 5, pp. 56-66.
-
(1996)
European Journal of Marketing
, vol.30
, Issue.5
, pp. 56-66
-
-
Grove, S.J.1
Fisk, R.P.2
Pickett, G.M.3
Kangun, N.4
-
19
-
-
84855826103
-
Sustainability: The embracers seize advantage
-
Haanes, K., Arthur, D., Balagopal, B., Kong, M.T., Reeves, M., Velken, I., Hopkins, M.S. and Kruschwitz, N. (2011), “Sustainability: The embracers seize advantage”, MIT Sloan Management Review, Vol. 52 No. 2, pp. 1-27.
-
(2011)
MIT Sloan Management Review
, vol.52
, Issue.2
, pp. 1-27
-
-
Haanes, K.1
Arthur, D.2
Balagopal, B.3
Kong, M.T.4
Reeves, M.5
Velken, I.6
Hopkins, M.S.7
Kruschwitz, N.8
-
20
-
-
0003506109
-
-
6th ed., Prentice Hall, Upper Saddle River, NJ
-
Hair, J.F. Jr, Black, B., Babin, B.J., Anderson, R.E. and Tathan, R.L. (2006), Multivariate Data Analysis, 6th ed., Prentice Hall, Upper Saddle River, NJ.
-
(2006)
Multivariate Data Analysis
-
-
Hair, J.F.1
Black, B.2
Babin, B.J.3
Erson, R.E.4
Tathan, R.L.5
-
21
-
-
67349179796
-
Empirical investigation of the roles of attitudes towards green behaviors, overall image, gender, and age in hotel customers’ eco-friendly decision-making process
-
Han, H., Hsu, L.T. and Lee, J.S. (2009), “Empirical investigation of the roles of attitudes towards green behaviors, overall image, gender, and age in hotel customers’ eco-friendly decision-making process”, International Journal of Hospitality Management, Vol. 28 No. 4, pp. 519-528.
-
(2009)
International Journal of Hospitality Management
, vol.28
, Issue.4
, pp. 519-528
-
-
Han, H.1
Hsu, L.T.2
Lee, J.S.3
-
22
-
-
33750625382
-
Green value added
-
Hartmann, P. and Ibanez, V.A. (2006), “Green value added”, Marketing Intelligence & Planning, Vol. 24 No. 7, pp. 673-680.
-
(2006)
Marketing Intelligence &Amp; Planning
, vol.24
, Issue.7
, pp. 673-680
-
-
Hartmann, P.1
Ibanez, V.A.2
-
23
-
-
19944424449
-
Green branding effects on attitude: Functional versus emotional positioning strategies
-
Hartmann, P., Ibanez, V.A. and Sainz, F.J.F. (2005), “Green branding effects on attitude: Functional versus emotional positioning strategies”, Marketing Intelligence & Planning, Vol. 23 No. 1, pp. 9-29.
-
(2005)
Marketing Intelligence &Amp; Planning
, vol.23
, Issue.1
, pp. 9-29
-
-
Hartmann, P.1
Ibanez, V.A.2
Sainz, F.3
-
24
-
-
0242424963
-
A critical review of construct indicators and measurement model misspecification in marketing and consumer research
-
Jarvis, C.B., MacKenzie, S.B. and Podsakoff, P.M. (2003), “A critical review of construct indicators and measurement model misspecification in marketing and consumer research”, Journal of Consumer Research, Vol. 30 No. 2, pp. 199-218.
-
(2003)
Journal of Consumer Research
, vol.30
, Issue.2
, pp. 199-218
-
-
Jarvis, C.B.1
Mackenzie, S.B.2
Podsakoff, P.M.3
-
25
-
-
77958450131
-
Intention to pay conventional hotel prices at a green hotel: A modification of the theory of planned behavior
-
Kim, Y. and Han, H. (2010), “Intention to pay conventional hotel prices at a green hotel: A modification of the theory of planned behavior”, Journal of Sustainable Tourism, Vol. 18 No. 8, pp. 997-1014.
-
(2010)
Journal of Sustainable Tourism
, vol.18
, Issue.8
, pp. 997-1014
-
-
Kim, Y.1
Han, H.2
-
26
-
-
0035659111
-
Does it really pay to be green? An empirical study of firm environmental and financial performance
-
King, A.A. and Lenox, M.J. (2001), “Does it really pay to be green? An empirical study of firm environmental and financial performance”, Journal of Industrial Ecology, Vol. 5 No. 1, pp. 105-116.
-
(2001)
Journal of Industrial Ecology
, vol.5
, Issue.1
, pp. 105-116
-
-
King, A.A.1
Lenox, M.J.2
-
27
-
-
84878636759
-
Green marketing functions in building corporate image in the retail settings
-
Ko, E., Hwang, Y.K. and Kim, E.Y. (2013), “Green marketing functions in building corporate image in the retail settings”, Journal of Business Research, Vol. 66 No. 10, pp. 1709-1715.
-
(2013)
Journal of Business Research
, vol.66
, Issue.10
, pp. 1709-1715
-
-
Ko, E.1
Hwang, Y.K.2
Kim, E.Y.3
-
28
-
-
84862179640
-
Are travelers willing to pay a premium to stay at a ‘green’ hotel? Evidence from an internal meta-analysis of hedonic price premia
-
Kuminoff, N.V., Zhang, C. and Rudi, J. (2010), “Are travelers willing to pay a premium to stay at a ‘green’ hotel? Evidence from an internal meta-analysis of hedonic price premia”, Agricultural and Resource Economics Review, Vol. 39 No. 3, pp. 468-484.
-
(2010)
Agricultural and Resource Economics Review
, vol.39
, Issue.3
, pp. 468-484
-
-
Kuminoff, N.V.1
Zhang, C.2
Rudi, J.3
-
29
-
-
77950319389
-
Green retailing: Factors for success
-
Lai, K.H., Cheng, T.C.E. and Tang, A.K.Y. (2010), “Green retailing: Factors for success”, California Management Review, Vol. 52 No. 2, pp. 6-31.
-
(2010)
California Management Review
, vol.52
, Issue.2
, pp. 6-31
-
-
Lai, K.H.1
Cheng, T.2
Tang, A.3
-
30
-
-
77955751233
-
Understanding how consumers view green hotels: How a hotel’s green image can influence behavioural intentions
-
Lee, J.-S., Hsu, L.-T., Han, H. and Kim, Y. (2010), “Understanding how consumers view green hotels: How a hotel’s green image can influence behavioural intentions”, Journal of Sustainable Tourism, Vol. 18 No. 7, pp. 901-914.
-
(2010)
Journal of Sustainable Tourism
, vol.18
, Issue.7
, pp. 901-914
-
-
Lee, J.-S.1
Hsu, L.-T.2
Han, H.3
Kim, Y.4
-
31
-
-
13244268718
-
What drives customer equity?
-
Lemon, K.N., Rust, R.T. and Zeithaml, V.A. (2001), “What drives customer equity?”, Marketing Management, Vol. 10 No. 1, pp. 20-25.
-
(2001)
Marketing Management
, vol.10
, Issue.1
, pp. 20-25
-
-
Lemon, K.N.1
Rust, R.T.2
Zeithaml, V.A.3
-
32
-
-
79958120531
-
Antecedents and outcomes of consumer environmentally friendly attitudes and behaviour
-
Leonidou, L.C., Leonidou, C.N. and Kvasova, O. (2010), “Antecedents and outcomes of consumer environmentally friendly attitudes and behaviour”, Journal of Marketing Management, Vol. 26 Nos 13/14, pp. 1319-1344.
-
(2010)
Journal of Marketing Management
, vol.26
, Issue.13-14
, pp. 1319-1344
-
-
Leonidou, L.C.1
Leonidou, C.N.2
Kvasova, O.3
-
33
-
-
0040410025
-
Strategic green marketing
-
McDaniel, S.W. and Rylander, D.H. (1993), “Strategic green marketing”, Journal of Consumer Marketing, Vol. 10 No. 3, pp. 4-10.
-
(1993)
Journal of Consumer Marketing
, vol.10
, Issue.3
, pp. 4-10
-
-
McDaniel, S.W.1
Rylander, D.H.2
-
34
-
-
84986085936
-
Measurement in a cross-cultural environment: Survey translation issues
-
McGorry, S.Y. (2000), “Measurement in a cross-cultural environment: Survey translation issues”, Qualitative Market Research: An International Journal, Vol. 3 No. 2, pp. 74-81.
-
(2000)
Qualitative Market Research: An International Journal
, vol.3
, Issue.2
, pp. 74-81
-
-
McGorry, S.Y.1
-
35
-
-
25844437556
-
A stakeholder model for implementing social responsibility in marketing
-
Maignan, I., Ferrell, O.C. and Ferrell, L. (2005), “A stakeholder model for implementing social responsibility in marketing”, European Journal of Marketing, Vol. 39 Nos 9/10, pp. 956-977.
-
(2005)
European Journal of Marketing
, vol.39
, Issue.9-10
, pp. 956-977
-
-
Maignan, I.1
Ferrell, O.C.2
Ferrell, L.3
-
36
-
-
34547344303
-
Exploring consumer attitude and behaviour towards green practices in the lodging industry in India
-
Manaktola, K. and Jauhari, V. (2007), “Exploring consumer attitude and behaviour towards green practices in the lodging industry in India”, International Journal of Contemporary Hospitality Management, Vol. 19 No. 5, pp. 364-377.
-
(2007)
International Journal of Contemporary Hospitality Management
, vol.19
, Issue.5
, pp. 364-377
-
-
Manaktola, K.1
Jauhari, V.2
-
37
-
-
79960316165
-
Hotel guests’ preferences for green guest room attributes
-
Millar, M. and Baloglu, S. (2011), “Hotel guests’ preferences for green guest room attributes”, Cornell Hospitality Quarterly, Vol. 52 No. 3, pp. 302-311.
-
(2011)
Cornell Hospitality Quarterly
, vol.52
, Issue.3
, pp. 302-311
-
-
Millar, M.1
Baloglu, S.2
-
39
-
-
75649128698
-
Moving forward and making a difference: Research priorities for the science of service
-
Ostrom, A.L., Bitner, M.J., Brown, S.W., Burkhard, K.A., Goul, M., Smith-Daniels, V., Demirkan, H. and Rabinovich, E. (2010), “Moving forward and making a difference: Research priorities for the science of service”, Journal of Service Research, Vol. 13 No. 1, pp. 4-36.
-
(2010)
Journal of Service Research
, vol.13
, Issue.1
, pp. 4-36
-
-
Ostrom, A.L.1
Bitner, M.J.2
Brown, S.W.3
Burkhard, K.A.4
Goul, M.5
Smith-Daniels, V.6
Demirkan, H.7
Rabinovich, E.8
-
40
-
-
34447131920
-
Towards sustainability: The third age of green marketing
-
Peattie, K. (2001), “Towards sustainability: The third age of green marketing”, The Marketing Review, Vol. 2 No. 2, pp. 129-146.
-
(2001)
The Marketing Review
, vol.2
, Issue.2
, pp. 129-146
-
-
Peattie, K.1
-
41
-
-
26644439923
-
Green marketing: Legend, myth, farce or prophesy?
-
Peattie, K. and Crane, A. (2005), “Green marketing: Legend, myth, farce or prophesy?”, Qualitative Market Research: An International Journal, Vol. 8 No. 4, pp. 357-370.
-
(2005)
Qualitative Market Research: An International Journal
, vol.8
, Issue.4
, pp. 357-370
-
-
Peattie, K.1
Crane, A.2
-
42
-
-
55549097086
-
Green hotels: A fad, ploy or fact of life
-
Pizam, A. (2009), “Green hotels: A fad, ploy or fact of life”, International Journal of Hospitality Management, Vol. 28 No. 1, p. 1.
-
(2009)
International Journal of Hospitality Management
, vol.28
, Issue.1
-
-
Pizam, A.1
-
43
-
-
84928551626
-
China’s plan to clean up air pollution could be a climate disaster
-
26 September, accessed 29 November 2013
-
Plumer, B. (2013), “China’s plan to clean up air pollution could be a climate disaster”, The Washington Post, 26 September, available at: Www.washingtonpost.com/blogs/wonkblog/wp/2013/09/26/chinas-efforts-to-clean-up-airpollution-could-be-a-climate-disaster/ (accessed 29 November 2013).
-
(2013)
The Washington Post
-
-
Plumer, B.1
-
44
-
-
6444232993
-
An introduction to green marketing
-
Polonsky, M.J. (1994), “An introduction to green marketing”, Electronic Green Journal, Vol. 1 No. 2, pp. 1-10.
-
(1994)
Electronic Green Journal
, vol.1
, Issue.2
, pp. 1-10
-
-
Polonsky, M.J.1
-
45
-
-
80052914671
-
Transformative green marketing: Impediments and opportunities
-
Polonsky, M.J. (2011), “Transformative green marketing: Impediments and opportunities”, Journal of Business Research, Vol. 64 No. 12, pp. 1311-1319.
-
(2011)
Journal of Business Research
, vol.64
, Issue.12
, pp. 1311-1319
-
-
Polonsky, M.J.1
-
46
-
-
0000259681
-
Green and competitive: Ending the stalemate
-
Porter, M.E. and van der Linde, C. (1995), “Green and competitive: Ending the stalemate”, Harvard Business Review, Vol. 73 No. 5, pp. 120-134.
-
(1995)
Harvard Business Review
, vol.73
, Issue.5
, pp. 120-134
-
-
Porter, M.E.1
Van Der Linde, C.2
-
47
-
-
84858750849
-
How ‘green’ are North American hotels? An exploration of low-cost adoption practices
-
Rahman, I., Reynolds, D. and Svaren, S. (2012), “How ‘green’ are North American hotels? An exploration of low-cost adoption practices”, International Journal of Hospitality Management, Vol. 31 No. 3, pp. 720-727.
-
(2012)
International Journal of Hospitality Management
, vol.31
, Issue.3
, pp. 720-727
-
-
Rahman, I.1
Reynolds, D.2
Svaren, S.3
-
48
-
-
77951477070
-
Do hotels’ ‘green’ attributes contribute to customer satisfaction?
-
Robinot, E. and Giannelloni, J.L. (2010), “Do hotels’ ‘green’ attributes contribute to customer satisfaction?”, Journal of Services Marketing, Vol. 24 No. 2, pp. 157-169.
-
(2010)
Journal of Services Marketing
, vol.24
, Issue.2
, pp. 157-169
-
-
Robinot, E.1
Giannelloni, J.L.2
-
49
-
-
54049099172
-
Return on community for consumers and service establishments
-
Rosenbaum, M.S. (2008), “Return on community for consumers and service establishments”, Journal of Service Research, Vol. 11 No. 2, pp. 179-196.
-
(2008)
Journal of Service Research
, vol.11
, Issue.2
, pp. 179-196
-
-
Rosenbaum, M.S.1
-
50
-
-
1842554865
-
Return on marketing: Using customer equity to focus marketing strategy
-
Rust, R.T., Lemon, K. and Zeithaml, V.A. (2004), “Return on marketing: Using customer equity to focus marketing strategy”, Journal of Marketing, Vol. 68 No. 1, pp. 109-127.
-
(2004)
Journal of Marketing
, vol.68
, Issue.1
, pp. 109-127
-
-
Rust, R.T.1
Lemon, K.2
Zeithaml, V.A.3
-
51
-
-
0003613050
-
-
Free Press, New York, NY
-
Rust, R.T., Zeithaml, V.A. and Lemon, K.N. (2000), Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy, Free Press, New York, NY.
-
(2000)
Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy
-
-
Rust, R.T.1
Zeithaml, V.A.2
Lemon, K.N.3
-
52
-
-
85062169305
-
-
Butterworth-Heinemann, Oxford
-
Sloan, P., Legrand, W. and Chen, J. (2009), Sustainability in the Hospitality Industry: Principles of Sustainable Operations, Butterworth-Heinemann, Oxford.
-
(2009)
Sustainability in the Hospitality Industry: Principles of Sustainable Operations
-
-
Sloan, P.1
Legrand, W.2
Chen, J.3
-
53
-
-
84902549327
-
Attitude towards green hotel by hoteliers and travel agency managers in Taiwan
-
accessed 1 December 2013
-
Tsai, Y.H., Wu, C.T. and Wang, T.M. (2013), “Attitude towards green hotel by hoteliers and travel agency managers in Taiwan”, Asia Pacific Journal of Tourism Research, available at: Www.tandfonline.com/doi/abs/10.1080/10941665.2013.=838180#.UptlF8RDt8G (accessed 1 December 2013).
-
(2013)
Asia Pacific Journal of Tourism Research
-
-
Tsai, Y.H.1
Wu, C.T.2
Wang, T.M.3
-
54
-
-
84928523203
-
-
accessed 29 November 2013
-
US Environmental Protection Agency (2013), “Top 30 retail”, available at: Http://epa.gov/greenpower/toplists/top30retail.htm (accessed 29 November 2013).
-
(2013)
Top 30 Retail
-
-
US Environmental Protection Agency1
-
55
-
-
57049151325
-
Customer equity drivers and future sales
-
Vogel, V., Evanschitzky, H. and Ramaseshan, B. (2008), “Customer equity drivers and future sales”, Journal of Marketing, Vol. 72 No. 6, pp. 98-108.
-
(2008)
Journal of Marketing
, vol.72
, Issue.6
, pp. 98-108
-
-
Vogel, V.1
Evanschitzky, H.2
Ramaseshan, B.3
-
56
-
-
84857484075
-
Consumers never liked to pay more for green to being with
-
26 August, accessed 29 November 2013
-
Winston, A. (2011), “Consumers never liked to pay more for green to being with”, Harvard Business Review Blog Network, 26 August, available at: Http://blogs.hbr.org/2011/04/ consumers-never-liked-to-pay-m/ (accessed 29 November 2013).
-
(2011)
Harvard Business Review Blog Network
-
-
Winston, A.1
-
57
-
-
0030548125
-
The behavioral consequences of service quality
-
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
-
(1996)
Journal of Marketing
, vol.60
, Issue.2
, pp. 31-46
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
58
-
-
0003985482
-
-
McGraw-Hill, New York, NY
-
Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2013), Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, New York, NY.
-
(2013)
Services Marketing: Integrating Customer Focus across the Firm
-
-
Zeithaml, V.A.1
Bitner, M.J.2
Gremler, D.D.3
|