Back to the future: Putting the people back in marketing

Does Marketing Need Reform?: Fresh Perspectives on the Future

Volumn , Issue , 2015, Pages 306-311

  Grove, Stephen J ^a   John, Joby ^b   Fisk, Raymond P ^c  

^a CLEMSON UNIVERSITY   (United States)

^b GEORGETOWN UNIVERSITY   (United States)

^c UNIVERSITY OF NEW ORLEANS   (United States)

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EID: 85087809658     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (7)

1. Berry, Leonard L. (1988), "How to Improve the Quality of Service, " (audiotape presentation), Chicago: Teach 'Em, Inc.
2. BrainyQuotes. com (n.d.), www.brainyquote.com/quotes/a/aristotle104151.html (accessed September 2005) Dorsch, Michael J., Les Carlson, Mary Anne Raymond, and Robert Ranson (2001), "Customer Equity Management and Strategic Choices for Sales Managers, " Journal of Personal Selling and Sales Management, 21 (Spring), 157-66.
3. Grove, Stephen J., Raymond P. Fisk, and Joby John (2000), "Service Theater: Impression Management Guidelines, " in Handbook for Services Marketing and Management, Terri Swartz and Dawn Iaccobucci, eds. Thousand Oaks, CA: Sage, 13-21.
4. Keefe, Lisa M. (2004), "What Is the Meaning of 'Marketing'?" Marketing News, September 15, 16-18.
5. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), "SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality, " Journal of Retailing, 64 (Spring), 12-37.
6. Ritzer, George (1993), The McDonaldization of Society. Newbury Park, CA: Pine Forge Press.
7. Merriam Webster Online Dictionary (2004), www.m-w.com.