Role of supplementary services in the purchase of credit card services in India

Asia Pacific Journal of Marketing and Logistics

Volumn 16, Issue 4, 2004, Pages 36-51

  Goyal, Anita ^a  

^a MANAGEMENT DEVELOPMENT INSTITUTE   (India)

Author keywords

Consumer decision making; Credit cards; Postpurchase evaluation; Pre purchase evaluation; Services marketing; Supplementary services

Indexed keywords

EID: 84993090025     PISSN: 13555855     EISSN: 17584248     Source Type: Journal    
DOI: 10.1108/13555850410765258     Document Type: Article

References (23)

1. Booms, B.H. and Bitner, M.J. (1981) “Marketing strategies and organization structure for service firms,” in Donnelly, J.H. and George, W.R. (Ed.) The Marketing of Services, American Marketing Association, Chicago.
2. Darby, M.R. and Karni, E. (1973) “Free competition and the optimal amount of fraud,” Journal of Law and Economics, 16 (April), pp. 67-86.
3. Donnelly, J.H., Berry, L.L., and Thompson, T.W. (1985) Marketing Financial Services, Dow Jones – Irwin, Homewood, Illinois.
4. Eiglier, P. and Langeard, E. (1977) “A new approach to service marketing,” in Eiglier, P.,et al., Marketing Consumer Services: New Insights, Marketing Science Institute, Cambridge, pp. 3-58.
5. Gronroos, C. (1978) “A service-oriented approach to marketing of services,” European Journal of Marketing, 12(8), pp. 588-601.
6. Gronroos, C. (1990) Services Marketing and Management, Lexington Books, Massachusetts.
7. Goncalves, K.P. (1998) Services Marketing: A Strategic Approach, Prentice-Hall, New Jersey.
8. Hooley, G.J. and Mann, S.J. (1988) “The adoption of marketingby financial institutions in the UK,” Service Industries Journal, 8(4), pp. 488-500.
9. Iacobucci, D. (1992) “An empirical examination of some basic tenets in services,” Advances in Services Marketing and Management, 1, pp. 23-52.
10. Locander, W.B. and Harmann, P.W. (1979) “The effects of self-confidence and anxiety on information seeking in consumer risk reduction,” Journal of Marketing Research, 16 (May), pp. 268-274.
11. Loudon, D.L. and Della Bitta, A.J. (1993) Consumer Behaviour: Concepts and Applications, McGraw-Hill, Singapore.
12. Lovelock, C.H. (1981) “Why marketing management needs to be different for services,” in Donnelly, J.H. and George, W.R. (Ed.), The Marketing of Services, American Marketing Association, Chicago.
13. Lovelock, C.H. (1991) Services Marketing, Prentice-Hall, USA.
14. Lutz, R.J. and Reilly, P.J. (1973) “An exploration of the effects of perceived social and performance riskonconsumer information acquisition,”inWard, S. and Wright, P. (Ed.), Advances in Consumer Research, Vol. 1, Association of Consumer Research, Urbana, IL., pp. 393-405.
15. Morgan, N. and Piercy, N. (1990) “Marketinginfinancial services organizations: policy and practice,” in Teare, R., Moutinho, L., and Morgan, N. (Ed.), Managing and Marketing Services in the 1990s, Cassell, London.
16. Murray, K.B. (1991) “A test of services marketing theory: consumer information acquisition activities,”Journal of Marketing, 55(January), pp. 10-25.
17. Nelson, P. (1970) “Advertising as Information,” Journal of Political Economy, 81 (July-August), pp. 729-754.
18. Newman, K. (1984) Financial and Marketing Communications, Holt, Rein-hardt, and Winston, London.
19. Norman, R. (1984) Service Management: Strategy and Leadership in Service Businesses, Wiley, Chichester.
20. Robertson, T.S. (1971)Innovative Behaviour and Communication, Holt, Re-inhardt, and Winston, New York.
21. Young, R.F. (1981) “The advertising of consumer services and the hierarchy of effects,” in Donnelly, J.H. and George, W.R. (Ed.), The Marketing of Services, American Marketing Association, Chicago.
22. Zeithaml, V.A. (1981) “How consumer evaluation processes differ between goods and services,” in Lovelock, C.H., Services Marketing, Prentice-Hall, USA.
23. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1985) “Problems and Strategies in Services Marketing,” Journal of Marketing, 49 (Spring), pp. 33-46.