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Volumn 5, Issue 2, 2002, Pages 91-100

Linking Marketing and Operations: An Application at Blockbuster, Inc.

Author keywords

[No Author keywords available]

Indexed keywords


EID: 84992784312     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/109467002237489     Document Type: Article
Times cited : (16)

References (17)
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  • 2
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  • 4
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    • How Disconfirmation, Perception and Actual Waiting Times Impact Customer Satisfaction
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    • Davis, M.1    Heineke, J.2
  • 5
    • 38249019596 scopus 로고
    • An Analysis of Customer Satisfaction with Waiting Times in a Two-Stage Service Process
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    • (1990) Journal of Operations Management , vol.9 , Issue.3 , pp. 324-334
    • Davis, M.1    Maggard, M.2
  • 6
    • 80051713641 scopus 로고
    • A Framework for Relating Waiting Time and Customer Satisfaction in a Service Organization
    • Davis, M. and T. Vollmann (1990), “A Framework for Relating Waiting Time and Customer Satisfaction in a Service Organization,” Journal of Services Marketing, 4 (1), 61-69.
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  • 7
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    • A National Customer Satisfaction Barometer: The Swedish Experience
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  • 8
    • 0009247852 scopus 로고
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    • Presentation at Vanderbilt University.
    • Harker, P. (1995), “Performance in Consumer Financial Services Organizations: Framework and Results from the Pilot Study,” Presentation at Vanderbilt University.
    • (1995)
    • Harker, P.1
  • 11
    • 0003087091 scopus 로고
    • Prescription for the Waiting in Line Blues: Entertain, Enlighten, and Engage
    • Katz, K., B. Larson, and R. Larson (1991), “Prescription for the Waiting in Line Blues: Entertain, Enlighten, and Engage,” Sloan Management Review, 32 (2), 44-53.
    • (1991) Sloan Management Review , vol.32 , Issue.2 , pp. 44-53
    • Katz, K.1    Larson, B.2    Larson, R.3
  • 12
    • 0005197896 scopus 로고    scopus 로고
    • The Relationship between Product Quality and Revenue per Available Room Night at Holiday Inn
    • Kimes, S. (1999), “The Relationship between Product Quality and Revenue per Available Room Night at Holiday Inn,” Journal of Service Research, 2 (2), 138-144.
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    • Kimes, S.1
  • 13
    • 0025486182 scopus 로고
    • Zero Defections: Quality Comes to Services
    • Reichfield, F.F. and W.E. Sasser (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68, 105-111.
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  • 15
    • 85107982221 scopus 로고
    • Return on Quality (ROQ): Making Service Quality Financially Accountable
    • Rust, R., A.J. Zahorik, and T.L. Keiningham (1995), “Return on Quality (ROQ): Making Service Quality Financially Accountable,” Journal of Marketing, 59 (April), 58-70.
    • (1995) Journal of Marketing , vol.59 , Issue.April , pp. 58-70
    • Rust, R.1    J. Zahorik, A.2    L. Keiningham, T.3
  • 16
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    • How Waiting Affects Customer Satisfaction with the Service: The Role of Subjective Variables
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    • (1994)
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  • 17
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    • Tatham, R.1    P. Miller, J.2    Vashi, V.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.