-
1
-
-
0030528926
-
Measuring brand equity across products and markets
-
Aaker D. A. (1996) ‘Measuring brand equity across products and markets’, California Management Review, 38, 3, 102–120.
-
(1996)
California Management Review
, vol.38
, Issue.3
, pp. 102-120
-
-
Aaker, D.A.1
-
2
-
-
6344234780
-
River magic: Extraordinary experience and the extended service encounter
-
Arnould E. J. Price L. L. (1993) ‘River magic: Extraordinary experience and the extended service encounter’, Journal of Consumer Research, 20, (June), 24–45.
-
(1993)
Journal of Consumer Research
, vol.20
, Issue.June
, pp. 24-45
-
-
Arnould, E.J.1
Price, L.L.2
-
4
-
-
0004362196
-
The qualitative dimension of brand equity
-
Blackston M. (1995) ‘The qualitative dimension of brand equity’, Journal of Advertising Research, 35, 4, 2–7.
-
(1995)
Journal of Advertising Research
, vol.35
, Issue.4
, pp. 2-7
-
-
Blackston, M.1
-
5
-
-
0035590133
-
The chain effect from brand trust and brand effect to brand performance: The role of brand loyalty
-
Chaudhuri A. Holbrook M. B. (2001) ‘The chain effect from brand trust and brand effect to brand performance: The role of brand loyalty’, Journal of Marketing, 65, (April), 81–93.
-
(2001)
Journal of Marketing
, vol.65
, Issue.April
, pp. 81-93
-
-
Chaudhuri, A.1
Holbrook, M.B.2
-
7
-
-
0034341447
-
Impact of product-harm crises on brand equity: The moderating role of consumer expectations
-
Dawar N. Pillutla M. M. (2000) ‘Impact of product-harm crises on brand equity: The moderating role of consumer expectations’, Journal of Marketing Research, 37, 2, 215–226.
-
(2000)
Journal of Marketing Research
, vol.37
, Issue.2
, pp. 215-226
-
-
Dawar, N.1
Pillutla, M.M.2
-
9
-
-
0001932429
-
Developing buyer-seller relationship
-
Dwyer F. R. Schurr P. H. Sejo O. (1987) ‘Developing buyer-seller relationship’, Journal of Marketing, 51, (April), 11–27.
-
(1987)
Journal of Marketing
, vol.51
, Issue.April
, pp. 11-27
-
-
Dwyer, F.R.1
Schurr, P.H.2
Sejo, O.3
-
11
-
-
0035578559
-
Generating positive word-of-mouth communication through customer-employee relationships
-
Gremler D. D. Gwinner K. P. Brown S. W. (2001) ‘Generating positive word-of-mouth communication through customer-employee relationships’, International Journal of Service Industry Management, 12, 1, 44–59.
-
(2001)
International Journal of Service Industry Management
, vol.12
, Issue.1
, pp. 44-59
-
-
Gremler, D.D.1
Gwinner, K.P.2
Brown, S.W.3
-
12
-
-
84986164006
-
Customer experience places: The new offering frontier
-
Gilmore J. H. Pine J. II (2002) ‘Customer experience places: The new offering frontier’, Journal of Strategy and Leadership, 30, 4, 4–11.
-
(2002)
Journal of Strategy and Leadership
, vol.30
, Issue.4
, pp. 4-11
-
-
Gilmore, J.H.1
Pine, J.2
-
13
-
-
0442310363
-
Service management: A management focus for service competition
-
Grönroos C. (1990) ‘Service management: A management focus for service competition’, International Journal of Service Industry Management, 1, 1, 6–14.
-
(1990)
International Journal of Service Industry Management
, vol.1
, Issue.1
, pp. 6-14
-
-
Grönroos, C.1
-
15
-
-
34548543955
-
-
in Beraces J. Bauer A. Simon J. (eds), EMAC Proceedings Annual Conference
-
Gurviez P. (1996) ‘The trust concept in the brand-consumers relationship’, in Beraces J. Bauer A. Simon J. (eds), EMAC Proceedings Annual Conference, 559–574.
-
(1996)
The trust concept in the brand-consumers relationship
, pp. 559-574
-
-
Gurviez, P.1
-
16
-
-
0034086858
-
An empirical study of service quality implementation
-
Harrington D. Akehurst G. (2000) ‘An empirical study of service quality implementation’, The Service Industries Journal, 20, 2, 133–156.
-
(2000)
The Service Industries Journal
, vol.20
, Issue.2
, pp. 133-156
-
-
Harrington, D.1
Akehurst, G.2
-
17
-
-
0037907576
-
Theatrical service experiences dramatic script development with employees
-
Harris R. Harris K. Baron S. (2003) ‘Theatrical service experiences dramatic script development with employees’, International Journal of Service Industry Management, 14, 2, 184–199.
-
(2003)
International Journal of Service Industry Management
, vol.14
, Issue.2
, pp. 184-199
-
-
Harris, R.1
Harris, K.2
Baron, S.3
-
20
-
-
77957092376
-
Positive effect, cognitive processes and social behaviour
-
in Zanna M. (ed.), Academic Press, New York
-
Isen A. M. (1987) ‘Positive effect, cognitive processes and social behaviour’, in Zanna M. (ed.) ‘Advances in Experimental Social Psychology’, 20, 203–253, Academic Press, New York.
-
(1987)
Advances in Experimental Social Psychology
, vol.20
, pp. 203-253
-
-
Isen, A.M.1
-
22
-
-
0004018397
-
-
Plenum Press, New York, NY
-
Izard C. E. (1977) ‘Human emotions’, Plenum Press, New York, NY.
-
(1977)
Human emotions
-
-
Izard, C.E.1
-
23
-
-
3543095022
-
The determinants of service quality: Satisfiers and dissatisfiers
-
Johnston R. (1995) ‘The determinants of service quality: Satisfiers and dissatisfiers’, International Journal of Service Industry Management, 6, 5, 53–71.
-
(1995)
International Journal of Service Industry Management
, vol.6
, Issue.5
, pp. 53-71
-
-
Johnston, R.1
-
25
-
-
0030268922
-
Characteristics of memory associations: A consumer-based brand equity perspective
-
Krishnan H. S. (1996) ‘Characteristics of memory associations: A consumer-based brand equity perspective’, International Journal of Research in Marketing, 13, 4, 389–405.
-
(1996)
International Journal of Research in Marketing
, vol.13
, Issue.4
, pp. 389-405
-
-
Krishnan, H.S.1
-
26
-
-
0012508520
-
Measuring customer-based brand equity
-
Lassar W. Banwari M. Sharma A. (1995) ‘Measuring customer-based brand equity’, Journal of Consumer Marketing, 12, 4, 11–19.
-
(1995)
Journal of Consumer Marketing
, vol.12
, Issue.4
, pp. 11-19
-
-
Lassar, W.1
Banwari, M.2
Sharma, A.3
-
27
-
-
84986172316
-
Employee behaviour, feelings of warmth and customer perception in service encounters
-
Lemmink J. Mattsson J. (2002) ‘Employee behaviour, feelings of warmth and customer perception in service encounters’, International Journal of Retail & Distribution Management, 30, 1, 18–33.
-
(2002)
International Journal of Retail & Distribution Management
, vol.30
, Issue.1
, pp. 18-33
-
-
Lemmink, J.1
Mattsson, J.2
-
28
-
-
0032376858
-
Trust and distrust: New relationships and realities
-
Lewicki R. J. McAllister D. J. Bies R. J. (1998) ‘Trust and distrust: New relationships and realities’, Academy of Management Review, 23, 3, 438–458.
-
(1998)
Academy of Management Review
, vol.23
, Issue.3
, pp. 438-458
-
-
Lewicki, R.J.1
McAllister, D.J.2
Bies, R.J.3
-
29
-
-
0348247241
-
-
Swedish School of Economics and Business Administration (doctoral dissertation), No. 63, Helsinki, Finland
-
Liljander V. (1995) ‘Comparison standards in perceived service quality’, Swedish School of Economics and Business Administration (doctoral dissertation), No. 63, Helsinki, Finland.
-
(1995)
Comparison standards in perceived service quality
-
-
Liljander, V.1
-
30
-
-
0012493801
-
Estimating zones of tolerance in perceived service quality and perceived service value
-
Liljander V. Strandvik T. (1993) ‘Estimating zones of tolerance in perceived service quality and perceived service value’, International Journal of Service Industry management, 4, 2, 6–28.
-
(1993)
International Journal of Service Industry management
, vol.4
, Issue.2
, pp. 6-28
-
-
Liljander, V.1
Strandvik, T.2
-
31
-
-
1842801556
-
-
Working Paper No. 243, Swedish School of Economics and Business Administration, Helsinki, Finland
-
Liljander V. Strandvik T. (1996) ‘The Relation between Service Quality, Satisfaction and Intentions’ Working Paper No. 243, Swedish School of Economics and Business Administration, Helsinki, Finland.
-
(1996)
The Relation between Service Quality, Satisfaction and Intentions
-
-
Liljander, V.1
Strandvik, T.2
-
33
-
-
0002326406
-
Post-consumption emotions: Exploring their emergence and determinants
-
Muller T. E. Tse D. K. Venkatasubramaniam R. (1991) ‘Post-consumption emotions: Exploring their emergence and determinants’, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 4, 13–20.
-
(1991)
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour
, vol.4
, pp. 13-20
-
-
Muller, T.E.1
Tse, D.K.2
Venkatasubramaniam, R.3
-
34
-
-
18844394497
-
Moments of sorrow and joy
-
Odekerken-Schröder G. Birgelen M.V. Lemmink J. Ruyter K. D. Wetzels M. (2000) ‘Moments of sorrow and joy’, European Journal of Marketing, Vol 34, 1, 107–125.
-
(2000)
European Journal of Marketing
, vol.34
, Issue.1
, pp. 107-125
-
-
Odekerken-Schröder, G.1
Birgelen, M.V.2
Lemmink, J.3
Ruyter, K.D.4
Wetzels, M.5
-
36
-
-
0003982844
-
-
Open University Press, Buckingham
-
Pallant J. (2001) ‘SPSS Survival Manual’, Open University Press, Buckingham.
-
(2001)
SPSS Survival Manual
-
-
Pallant, J.1
-
37
-
-
84992847313
-
A conceptual model of service quality and implications for future research
-
Parasuraman A. Zeithaml V. A. Berry L. L. (1985) ‘A conceptual model of service quality and implications for future research’, Journal of Marketing, 49, (Fall), 41–50.
-
(1985)
Journal of Marketing
, vol.49
, Issue.Fall
, pp. 41-50
-
-
Parasuraman, A.1
Zeithaml, V.A.2
Berry, L.L.3
-
38
-
-
0032109515
-
Welcome to the experience economy
-
July-August,
-
Pine B.H. Gilmore J. H. (1998) ‘Welcome to the experience economy’, Harvard Business Review, July-August, 97–105.
-
(1998)
Harvard Business Review
, pp. 97-105
-
-
Pine, B.H.1
Gilmore, J.H.2
-
39
-
-
1842657237
-
Customer (dis)satisfaction with the performance of products and services - The applicability of the (dis)confirmation paradigm
-
Proceedings from the European Marketing Academy Conference, Dublin, 2,
-
Poiesz T. B. C. Bloemer J. M. M. (1991) ‘Customer (dis)satisfaction with the performance of products and services - The applicability of the (dis)confirmation paradigm’, Marketing Thought Around the World, Proceedings from the European Marketing Academy Conference, Dublin, 2, 446–462.
-
(1991)
Marketing Thought Around the World
, pp. 446-462
-
-
Poiesz, T.B.C.1
Bloemer, J.M.M.2
-
40
-
-
3543099725
-
Consumers’ emotional responses to service encounters: The influence of the service provider
-
Price L. L. Arnould E. J. Deibler S. L. (1995) ‘Consumers’ emotional responses to service encounters: The influence of the service provider’, International Journal of Service Industry Management, 6, 3, 34–63.
-
(1995)
International Journal of Service Industry Management
, vol.6
, Issue.3
, pp. 34-63
-
-
Price, L.L.1
Arnould, E.J.2
Deibler, S.L.3
-
41
-
-
0001969565
-
Trust in close relationships
-
Rempel J. K. Holmes J. G. Zanna M. P. (1985) ‘Trust in close relationships’, Journal of Personality and Social Psychology, 49, 1, 95–112.
-
(1985)
Journal of Personality and Social Psychology
, vol.49
, Issue.1
, pp. 95-112
-
-
Rempel, J.K.1
Holmes, J.G.2
Zanna, M.P.3
-
45
-
-
84992899661
-
Zone of tolerance: A proposed model incorporating subjective criticality
-
Sheppard A. G. (1999) ‘Zone of tolerance: A proposed model incorporating subjective criticality’, Tourism Analysis, 3, 111–114.
-
(1999)
Tourism Analysis
, vol.3
, pp. 111-114
-
-
Sheppard, A.G.1
-
48
-
-
0000922949
-
Product/consumption-based effective responses and post-purchase process
-
Westbrook R. A. (1987) ‘Product/consumption-based effective responses and post-purchase process’, Journal of Marketing Research, 24, (August), 258–270.
-
(1987)
Journal of Marketing Research
, vol.24
, Issue.August
, pp. 258-270
-
-
Westbrook, R.A.1
-
49
-
-
0002815002
-
The dimensionality of consumption, emotion patterns and consumer satisfaction
-
Westbrook R. A. Oliver R. L. (1991) ‘The dimensionality of consumption, emotion patterns and consumer satisfaction’, Journal of Consumer Research, 18, (June), 84–91.
-
(1991)
Journal of Consumer Research
, vol.18
, Issue.June
, pp. 84-91
-
-
Westbrook, R.A.1
Oliver, R.L.2
-
50
-
-
0010772532
-
Marketing service relationships: The role of commitment
-
Wetzels M. deRuyter K. van Birgelen M. (1998) ‘Marketing service relationships: The role of commitment’, Journal of Business & Industrial Marketing, 13, 4/5, 406–423.
-
(1998)
Journal of Business & Industrial Marketing
, vol.13
, Issue.4-5
, pp. 406-423
-
-
Wetzels, M.1
deRuyter, K.2
van Birgelen, M.3
-
52
-
-
58049133820
-
The nature and determinants of customer expectations of service
-
Zeithaml V. A. Berry L. L. Parasuraman A. (1993) ‘The nature and determinants of customer expectations of service’, Journal of the Academy of Marketing Science, 21, 1, 1–12.
-
(1993)
Journal of the Academy of Marketing Science
, vol.21
, Issue.1
, pp. 1-12
-
-
Zeithaml, V.A.1
Berry, L.L.2
Parasuraman, A.3
-
55
-
-
0010186985
-
Differences between product and service television commercials
-
Zinkhan G. Johnson M. Zinkhan C. (1992) ‘Differences between product and service television commercials’, Journal of Services Marketing, 6, 3, 59–66.
-
(1992)
Journal of Services Marketing
, vol.6
, Issue.3
, pp. 59-66
-
-
Zinkhan, G.1
Johnson, M.2
Zinkhan, C.3
|