Beyond service quality in search of relationship values

Management Decision

Volumn 35, Issue 4, 1997, Pages 302-303

  Mattsson, Jan ^a  

^a UNIVERSITY OF SOUTHERN QUEENSLAND   (Australia)

Author keywords

Humanistic philosophy; Relationship marketing; Theory; Values

Indexed keywords

EID: 84986051097     PISSN: 00251747     EISSN: None     Source Type: Journal    
DOI: 10.1108/00251749710169684     Document Type: Article

References (8)

1. Danaher, P. and Mattsson, J. (1994, “Cumulative encounter satisfaction in the hotel conference process”, International Journal of Service Industry Managment, Vol. 5 No. 1, pp. 69-80.
2. Grönroos, C. (1994, “From marketing mix to relationship marketing: towards a paradigm shift in marketing”, Asia-Austrailia Marketing Journal, Vol. 2 No. 1, 1994 and (reissued) inanagement Decision, Vol. 32 No. 2, 1994.
3. Hartman, R.S. (1967, The Structure of Value: Foundations of a Scientific Axiology, Southern Illinois Press, Carbondale, IL.
4. Howard, J.A. and Woodside, A.G. (1984, “Personal values and market segmentation: applying the value construct”, in Pitts, R.E. and Woodside, A.G. (Eds), Personal Values and Consumer Psychology, Lexington Books, Lexington, MA.
5. Mattsson, J. (1992, “A service quality model based on an ideal value standard”, International Journal of Service Industry Management, Vol. 3 No. 3, pp. 18-33.
6. Price, L., Arnould, E. and Deibler, S. (1995, “Consumers’ emotional responses to service encounters: the influence of the service provider”, International Journal of Service Industry Management, Vol. 6 No. 3, pp. 34-63.
7. Reynolds, T.J. and Jolly, J.P. (1980, “Measuring personal values: an evaluation of alternative methods”, Journal of Marketing Research, Vol. 17, pp. 531-6.
8. Rokeach, M. (1973, The Nature of Human Values, The Free Press, New York, NY.