-
1
-
-
0003393684
-
-
Wiley & Sons, New York, NY
-
Aaker, D. and Day, G. (1998), Marketing Research, Wiley & Sons, New York, NY.
-
(1998)
Marketing Research
-
-
Aaker, D.1
Day, G.2
-
3
-
-
0032254035
-
Determinants of customer satisfaction with hospitals: a managerial model
-
Andaleeb, S. (1998), “Determinants of customer satisfaction with hospitals: a managerial model”, International Journal of Health Care Quality Assurance, Vol. 6, pp 181-7.
-
(1998)
International Journal of Health Care Quality Assurance
, vol.6
, pp. 181-187
-
-
Andaleeb, S.1
-
4
-
-
0001790041
-
Building a new academic field – the case of services marketing
-
Berry, L. and Parasuraman, A. (1993), “Building a new academic field – the case of services marketing”, Journal of Retailing, Vol. 1, pp 13-60.
-
(1993)
Journal of Retailing
, vol.1
, pp. 13-60
-
-
Berry, L.1
Parasuraman, A.2
-
5
-
-
0002866667
-
Evaluating service encounters: the effects of physical surroundings and employee responses
-
April
-
Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, April, pp. 69-82.
-
(1990)
Journal of Marketing
, vol.54
, pp. 69-82
-
-
Bitner, M.J.1
-
6
-
-
84986060694
-
The service encounter: diagnosing favorable and unfavorable incidents
-
January
-
Bitner, M.J., Booms, B. and Tetreault, M. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, January, pp. 71-84.
-
(1990)
Journal of Marketing
, vol.54
, pp. 71-84
-
-
Bitner, M.J.1
Booms, B.2
Tetreault, M.3
-
7
-
-
0028512667
-
What attributes determine quality and satisfaction with health care delivery?
-
Bowers, M., Swan, J. and Koehler, W. (1994), “What attributes determine quality and satisfaction with health care delivery?”, Health Care Management Review, Vol. 4, pp. 49-62.
-
(1994)
Health Care Management Review
, vol.4
, pp. 49-62
-
-
Bowers, M.1
Swan, J.2
Koehler, W.3
-
9
-
-
84986154996
-
A gap analysis of professional service quality
-
April
-
Brown, S. and Swartz, T. (1989), “A gap analysis of professional service quality”, Journal of Marketing, Vol. 53, April, pp. 92-8.
-
(1989)
Journal of Marketing
, vol.53
, pp. 92-98
-
-
Brown, S.1
Swartz, T.2
-
10
-
-
21344489502
-
The development and emergence of services marketing thought
-
Brown, S., Fisk, R. and Bitner, M. (1994), “The development and emergence of services marketing thought”, International Journal of Service Industry Management, Vol. 1, pp. 21-48.
-
(1994)
International Journal of Service Industry Management
, vol.1
, pp. 21-48
-
-
Brown, S.1
Fisk, R.2
Bitner, M.3
-
11
-
-
0002381637
-
Measuring service quality: a re-examination and extension
-
July
-
Cronin, J. and Taylor, S. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
-
(1992)
Journal of Marketing
, vol.56
, pp. 55-68
-
-
Cronin, J.1
Taylor, S.2
-
12
-
-
58149207463
-
Tracking the evolution of the services marketing literature
-
Fisk, R., Brown, S. and Bitner, M. (1993), “Tracking the evolution of the services marketing literature”, Journal of Retailing, Vol. 1, pp. 61-103.
-
(1993)
Journal of Retailing
, vol.1
, pp. 61-103
-
-
Fisk, R.1
Brown, S.2
Bitner, M.3
-
13
-
-
0009633365
-
-
Houghton Mifflin Company, Boston, MA
-
Fisk, R., Grove, S. and John, J. (2000), Interactive Services Marketing, Houghton Mifflin Company, Boston, MA.
-
(2000)
Interactive Services Marketing
-
-
Fisk, R.1
Grove, S.2
John, J.3
-
14
-
-
0004295035
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Green, P., Tull, D. and Albaum, G. (1988), Research for Marketing Decisions, Prentice-Hall, Englewood Cliffs, NJ.
-
(1988)
Research for Marketing Decisions
-
-
Green, P.1
Tull, D.2
Albaum, G.3
-
15
-
-
84925917619
-
A service-oriented approach to the marketing of services
-
Grönroos, C. (1978), “A service-oriented approach to the marketing of services”, European Journal of Marketing, Vol. 8, pp. 588-601.
-
(1978)
European Journal of Marketing
, vol.8
, pp. 588-601
-
-
Grönroos, C.1
-
17
-
-
84948479289
-
Defining marketing: a market-oriented approach
-
Grönroos, C. (1989), “Defining marketing: a market-oriented approach”, European Journal of Marketing, Vol. 1, pp. 52-60.
-
(1989)
European Journal of Marketing
, vol.1
, pp. 52-60
-
-
Grönroos, C.1
-
18
-
-
0002950085
-
Marketing redefined
-
Grönroos, C. (1990), “Marketing redefined”, Management Decision, Vol. 8, pp. 5-9.
-
(1990)
Management Decision
, vol.8
, pp. 5-9
-
-
Grönroos, C.1
-
19
-
-
0009145783
-
Scandinavian management and the Nordic School of Services – contributions to service management and quality
-
Grönroos, C. (1991), “Scandinavian management and the Nordic School of Services – contributions to service management and quality”, International Journal of Service Industry Management, Vol. 3, pp. 17-25.
-
(1991)
International Journal of Service Industry Management
, vol.3
, pp. 17-25
-
-
Grönroos, C.1
-
20
-
-
0002903653
-
Toward a third phase in service quality research: challenges and future directions
-
Swartz, T., Bowen, D. and Brown, S. (Eds) JAI Press, Greenwich, CT
-
Grönroos, C. (1993), “Toward a third phase in service quality research: challenges and future directions”, in Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT.
-
(1993)
Advances in Services Marketing and Management
-
-
Grönroos, C.1
-
21
-
-
84950440078
-
Quo Vadis, marketing? Towards a relationship marketing paradigm
-
Grönroos, C. (1994), “Quo Vadis, marketing? Towards a relationship marketing paradigm”, Journal of Marketing Management, Vol. 5, pp. 347-60.
-
(1994)
Journal of Marketing Management
, vol.5
, pp. 347-360
-
-
Grönroos, C.1
-
23
-
-
18844444930
-
Relationship marketing. The Nordic School perspective
-
(a) Sheth, J. and Parvatiyar, A. (Eds) Sage Publications, Thousand Oaks, CA
-
Grönroos, C. (2000a), “Relationship marketing. The Nordic School perspective”, in Sheth, J. and Parvatiyar, A. (Eds), Handbook of Relationship Marketing, Sage Publications, Thousand Oaks, CA.
-
(2000)
Handbook of Relationship Marketing
-
-
Grönroos, C.1
-
25
-
-
0023399146
-
The new marketing – developing long-term interactive relationships
-
Gummesson, E. (1987), “The new marketing – developing long-term interactive relationships”, Long Range Planning, Vol. 4, pp. 10-20.
-
(1987)
Long Range Planning
, vol.4
, pp. 10-20
-
-
Gummesson, E.1
-
26
-
-
0002545081
-
Service quality. a holistic view
-
(a) Brown, S., Gummesson, E., Edvardsson, B. and Gustavsson, B. (Eds) Lexington Books, Lexington, MA
-
Gummesson, E. (1991a), “Service quality. a holistic view”, in Brown, S., Gummesson, E., Edvardsson, B. and Gustavsson, B. (Eds), Service Quality. Multidisciplinary and Multinational Perspectives, Lexington Books, Lexington, MA.
-
(1991)
Service Quality. Multidisciplinary and Multinational Perspectives
-
-
Gummesson, E.1
-
27
-
-
84986129177
-
Marketing-orientation revisited: the crucial role of the part-time marketer
-
(b)
-
Gummesson, E. (1991b), “Marketing-orientation revisited: the crucial role of the part-time marketer”, European Journal of Marketing, Vol. 2, pp. 60-75.
-
(1991)
European Journal of Marketing
, vol.2
, pp. 60-75
-
-
Gummesson, E.1
-
32
-
-
84986105244
-
Sustainable service strategies: lessons from health care
-
Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds) Publications of the International Service Quality Association (ISQA), New York, NY
-
Gummesson, E. (2000), “Sustainable service strategies: lessons from health care”, in Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds), Service Quality in the New Economy: Interdisciplinary and International Dimensions, Proceedings of QUIS7, Publications of the International Service Quality Association (ISQA), New York, NY.
-
(2000)
Service Quality in the New Economy: Interdisciplinary and International Dimensions, Proceedings of QUIS7
-
-
Gummesson, E.1
-
33
-
-
0009226311
-
Comment on ‘Nordic perspectives on relationship marketing’
-
Gummesson, E., Lehtinen, U. and Grönroos, C. (1997), “Comment on ‘Nordic perspectives on relationship marketing’”, European Journal of Marketing, Vol. 1, pp. 10-16.
-
(1997)
European Journal of Marketing
, vol.1
, pp. 10-16
-
-
Gummesson, E.1
Lehtinen, U.2
Grönroos, C.3
-
35
-
-
0027729951
-
Measuring service quality and its relationship to future consumer behavior
-
Headley, E. and Miller, J. (1994), “Measuring service quality and its relationship to future consumer behavior”, Journal of Health Care Marketing, Vol. 4, pp. 32-8.
-
(1994)
Journal of Health Care Marketing
, vol.4
, pp. 32-38
-
-
Headley, E.1
Miller, J.2
-
36
-
-
0026345761
-
Improving quality through patient-provider communication
-
John, J. (1991), “Improving quality through patient-provider communication”, Journal of Health Care Marketing, Vol. 4, pp. 51-61.
-
(1991)
Journal of Health Care Marketing
, vol.4
, pp. 51-61
-
-
John, J.1
-
37
-
-
0041727289
-
-
Department of Business Economics and Business Law, Tampere University, Tampere
-
Lehtinen, J. (1986), Quality Oriented Services Marketing, Department of Business Economics and Business Law, Tampere University, Tampere.
-
(1986)
Quality Oriented Services Marketing
-
-
Lehtinen, J.1
-
38
-
-
0000943276
-
Two approaches to service quality
-
Lehtinen, U. and Lehtinen, J. (1991), “Two approaches to service quality”, The Service Industries Journal, Vol. 3, pp. 287-303.
-
(1991)
The Service Industries Journal
, vol.3
, pp. 287-303
-
-
Lehtinen, U.1
Lehtinen, J.2
-
39
-
-
0007843535
-
On service quality models: service quality dimensions and customer perceptions
-
Kunst, P. and Lemmink, J. (Eds) Athenaeum, Gateshead
-
Lehtinen, U., Ojasalo, K. and Ojasalo, J. (1996), “On service quality models: service quality dimensions and customer perceptions”, in Kunst, P. and Lemmink, J. (Eds), Managing Service Quality, Vol. II, Athenaeum, Gateshead.
-
(1996)
Managing Service Quality
, vol.2
-
-
Lehtinen, U.1
Ojasalo, K.2
Ojasalo, J.3
-
41
-
-
84911359492
-
The nature of customer relationships in services
-
Swartz, T., Bowen, D. and Brown, S. (Eds) JAI Press, Greenwich, CT
-
Liljander, V. and Strandvik, T. (1995), “The nature of customer relationships in services”, in Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT.
-
(1995)
Advances in Services Marketing and Management
-
-
Liljander, V.1
Strandvik, T.2
-
43
-
-
0004300475
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Lovelock, C. (2001), Services Marketing. People, Technology and Strategy, Prentice-Hall, Englewood Cliffs, NJ.
-
(2001)
Services Marketing. People, Technology and Strategy
-
-
Lovelock, C.1
-
44
-
-
0006480148
-
-
Prentice-Hall, Englewood Cliffs, NJ
-
Lovelock, C., Vandermerwe, S. and Lewis, B. (1996), Services Marketing – A European Perspective, Prentice-Hall, Englewood Cliffs, NJ.
-
(1996)
Services Marketing – A European Perspective
-
-
Lovelock, C.1
Vandermerwe, S.2
Lewis, B.3
-
46
-
-
0022402632
-
Word of mouth communications in health care marketing
-
October
-
MacStravic, S. (1985), “Word of mouth communications in health care marketing”, Health Progress, Vol. 66, October, pp. 25-33.
-
(1985)
Health Progress
, vol.66
, pp. 25-33
-
-
MacStravic, S.1
-
47
-
-
0023941632
-
The patient as partner: a competitive strategy in health care marketing
-
Spring
-
MacStravic, S. (1988), “The patient as partner: a competitive strategy in health care marketing”, Hospital and Health Services Administration, Vol. 33, Spring, pp. 15-24.
-
(1988)
Hospital and Health Services Administration
, vol.33
, pp. 15-24
-
-
MacStravic, S.1
-
50
-
-
0003702305
-
-
West Publishing Company, St Paul, MN
-
McDaniel, C. and Gates, R. (1996), Contemporary Marketing Research, West Publishing Company, St Paul, MN.
-
(1996)
Contemporary Marketing Research
-
-
McDaniel, C.1
Gates, R.2
-
51
-
-
0026324429
-
A model of service quality perceptions and health care consumer behavior
-
O’Connor, S., Shewchuk, R. and Bowers, M. (1991), “A model of service quality perceptions and health care consumer behavior”, Journal of Hospital Marketing, Vol. 11, pp. 69-92.
-
(1991)
Journal of Hospital Marketing
, vol.11
, pp. 69-92
-
-
O’Connor, S.1
Shewchuk, R.2
Bowers, M.3
-
52
-
-
0442294662
-
-
Swedish School of Economics and Business Administration, Helsinki
-
Ojasalo, J. (1999), Quality Dynamics in Professional Services, Swedish School of Economics and Business Administration, Helsinki.
-
(1999)
Quality Dynamics in Professional Services
-
-
Ojasalo, J.1
-
53
-
-
84986077656
-
The quality of the surgical service process in a private hospital
-
Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds) International Service Quality Association (ISQA), New York, NY
-
Orava, M. and Tuominen, P. (2000), “The quality of the surgical service process in a private hospital”, in Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds), Service Quality in the New Economy: Interdisciplinary and International Dimensions. Proceedings of QUIS7, International Service Quality Association (ISQA), New York, NY.
-
(2000)
Service Quality in the New Economy: Interdisciplinary and International Dimensions. Proceedings of QUIS7
-
-
Orava, M.1
Tuominen, P.2
-
55
-
-
1542480366
-
-
Butterworth-Heinemann, Oxford.
-
Peck, H., Payne, A., Christopher, M. and Clark, M. (1999), Relationship Marketing. Strategy and Implementation, Butterworth-Heinemann, Oxford.
-
(1999)
Relationship Marketing. Strategy and Implementation
-
-
Peck, H.1
Payne, A.2
Christopher, M.3
Clark, M.4
-
56
-
-
84986107513
-
The service quality path. A longitudinal service quality study with implications for image and relationship marketing
-
Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds) International Service Quality Association (ISQA), New York, NY
-
Roos, I. and Grönroos, C. (2000), “The service quality path. A longitudinal service quality study with implications for image and relationship marketing”, in Edvardsson, B., Brown, S., Johnston, R. and Scheuing, E. (Eds), Service Quality in the New Economy: Interdisciplinary and International Dimensions. Proceedings of QUIS7, International Service Quality Association (ISQA), New York, NY.
-
(2000)
Service Quality in the New Economy: Interdisciplinary and International Dimensions. Proceedings of QUIS7
-
-
Roos, I.1
Grönroos, C.2
-
57
-
-
38149144728
-
‘Classifying buyers to gain marketing insight’, a relationship approach to professional services
-
Sharma, D. (1994), “‘Classifying buyers to gain marketing insight’, a relationship approach to professional services”, International Business Review, Vol. 1, pp. 15-30.
-
(1994)
International Business Review
, vol.1
, pp. 15-30
-
-
Sharma, D.1
-
58
-
-
84986181518
-
A role theory perspective on dyadic interactions: the service encounter
-
Winter
-
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.
-
(1985)
Journal of Marketing
, vol.49
, pp. 99-111
-
-
Solomon, M.1
Surprenant, C.2
Czepiel, J.3
Gutman, E.4
-
59
-
-
33847043042
-
-
Research Reports 29, Swedish School of Economics and Business Administration, Helsinki
-
Storbacka, K. (1993), Customer Relationship Profitability in Retail Banking, Research Reports 29, Swedish School of Economics and Business Administration, Helsinki.
-
(1993)
Customer Relationship Profitability in Retail Banking
-
-
Storbacka, K.1
-
61
-
-
19644399292
-
Customer profitability. Analysis and design issues
-
Sheth, J. and Parvatiyar, A. (Eds) Sage Publications, Thousand Oaks, CA
-
Storbacka, K. (2000), “Customer profitability. Analysis and design issues”, in Sheth, J. and Parvatiyar, A. (Eds), Handbook of Relationship Marketing, Sage Publications, Thousand Oaks, CA.
-
(2000)
Handbook of Relationship Marketing
-
-
Storbacka, K.1
-
62
-
-
84945180805
-
Managing customer relationships for profit: the dynamics of relationship quality
-
Storbacka, K., Strandvik, T. and Grönroos, C. (1994), “Managing customer relationships for profit: the dynamics of relationship quality”, International Journal of Service Industry Management, Vol. 5, pp. 21-38.
-
(1994)
International Journal of Service Industry Management
, vol.5
, pp. 21-38
-
-
Storbacka, K.1
Strandvik, T.2
Grönroos, C.3
-
64
-
-
0002732557
-
Predictability and personalization in the service encounter
-
April
-
Surprenant, C. and Solomon, M. (1987), “Predictability and personalization in the service encounter”, Journal of Marketing, Vol. 51, April, pp. 86-96.
-
(1987)
Journal of Marketing
, vol.51
, pp. 86-96
-
-
Surprenant, C.1
Solomon, M.2
-
65
-
-
0028287428
-
Modelling patient satisfaction and service quality
-
Taylor, S. and Cronin, J. (1994), “Modelling patient satisfaction and service quality”, Journal of Health Care Marketing, Vol. 14, pp. 18-34.
-
(1994)
Journal of Health Care Marketing
, vol.14
, pp. 18-34
-
-
Taylor, S.1
Cronin, J.2
-
66
-
-
84986169896
-
Quality dimensions in private surgical service encounters – a Nordic School perspective
-
Paulin, M. and Ferguson, R. (Eds) the John Molson School of Business, University of Concordia, Montreal
-
Tuominen, P. and Orava, M. (2001), “Quality dimensions in private surgical service encounters – a Nordic School perspective”, in Paulin, M. and Ferguson, R. (Eds), Proceedings of the 9th International Colloquium in Relationship Marketing. September 24-26, 2001, the John Molson School of Business, University of Concordia, Montreal.
-
(2001)
Proceedings of the 9th International Colloquium in Relationship Marketing. September 24-26, 2001
-
-
Tuominen, P.1
Orava, M.2
-
67
-
-
0028826384
-
Beyond patient satisfaction
-
Turner, P. and Pol, L. (1995), “Beyond patient satisfaction”, Journal of Health Care Marketing, Vol. 3, pp. 45-57.
-
(1995)
Journal of Health Care Marketing
, vol.3
, pp. 45-57
-
-
Turner, P.1
Pol, L.2
-
68
-
-
85006599619
-
AIM: a new perspective on relationship marketing for professional services
-
Wang, C. and Mowen, J. (1997), “AIM: a new perspective on relationship marketing for professional services”, Journal of Professional Services Marketing, Vol. 2, pp. 55-68.
-
(1997)
Journal of Professional Services Marketing
, vol.2
, pp. 55-68
-
-
Wang, C.1
Mowen, J.2
-
69
-
-
0034355617
-
Patient satisfaction with medical encounters: a cross-cultural perspective
-
Winsted, K. (2000), “Patient satisfaction with medical encounters: a cross-cultural perspective”, International Journal of Service Industry Management, Vol. 5, pp. 399-421.
-
(2000)
International Journal of Service Industry Management
, vol.5
, pp. 399-421
-
-
Winsted, K.1
-
70
-
-
0031413734
-
Managing perceptions of hospital quality
-
Zifko-Baliga, G. and Krampf, R. (1997), “Managing perceptions of hospital quality”, Marketing Health Services, Vol. 1, pp. 28-31.
-
(1997)
Marketing Health Services
, vol.1
, pp. 28-31
-
-
Zifko-Baliga, G.1
Krampf, R.2
|