Marketing_Management_14th_Edition-min

23. W. Earl Sasser, “Match Supply and Demand in
Service Industries,” Harvard Business Review,
November–December 1976, pp. 133–40.
24. Steven M. Shugan and Jinhong Xie, “Advance Selling
for Services,” California Management Review 46
(Spring 2004), pp. 37–54; Eyal Biyalogorsky and
Eitan Gerstner, “Contingent Pricing to Reduce
Price Risks,” Marketing Science 23 (Winter 2004),
pp. 146–55; Steven M. Shugan and Jinhong Xie,
“Advance Pricing of Services and Other Implications
of Separating Purchase and Consumption,” Journal
of Service Research 2 (February 2000),
pp. 227–39.
25. Seth Godin, “If It’s Broke, Fix It,” Fast Company,
October 2003, p. 131.
26. James Wallace, “Singapore Airlines Raises the Bar for
Luxury Flying, Seattle Post Intelligencer, January 18,
2007; Justin Doebele, “The Engineer,” Forbes, January
9, 2006, pp. 122–24; Stanley Holmes, “Creature
Comforts at 30,000 Feet,” BusinessWeek, December
18, 2006, p. 138; Anonymous, “What Makes Singapore
a Service Champion?” Strategic Direction, April 2003,
pp. 26–28; www.singaporeaire.com.
27. Diane Brady, “Why Service Stinks,” BusinessWeek,
October 23, 2000, pp. 119–28.
28. Mary Clingman, “Turkey Talker,” Fortune, November
27, 2006, p. 70.
29. Elisabeth Sullivan, “Happy Endings Lead to Happy
Returns,” Marketing News, October 30, 2009, p. 20.
30. Dan Reed, “United Makeover Aims to Refresh
and Renew,” USA Today, September 17, 2009,
pp. 1B–2B; Elisabeth Sullivan, “Happy Endings Lead
to Happy Returns,” Marketing News, October 30,
2009, p. 20.
31. Nikki Hopewell, “Moyer Is Committed to Delivering a
Comcastic Experience,” Marketing News, October 15,
2008, pp. 28–30; Hannah Clark, “Customer Service
Hell,” Forbes, March 30, 2006.
32. David Lazarus, “JetBlue Response Praised,” San
Francisco Chronicle, February 25, 2007, B1; Marc
Gunther, “Nothing Blue About This Airline,” Fortune,
September 14, 2009, pp. 114–18.
33. Stephen S. Tax, Mark Colgate, and David Bowen,
“How to Prevent Your Customers from Failing,” MIT
Sloan Management Review (Spring 2006), pp. 30–38;
Mei Xue and Patrick T. Harker, “Customer Efficiency:
Concept and Its Impact on E-Business Management,”
Journal of Service Research 4 (May 2002),
pp. 253–67; Matthew L. Meuter, Amy L. Ostrom,
Robert I. Roundtree, and Mary Jo Bitner, “Self-Service
Technologies: Understanding Customer Satisfaction
with Technology-Based Service Encounters,” Journal
of Marketing 64 (July 2000), pp. 50–64.
34. Kimmy Wa Chan, Chi Kin (Bennett) Yim, and Simon
S. K. Lam, “Is Customer Participation in Value Creation
a Double-Edged Sword? Evidence from Professional
Financial Services Across Cultures,” Journal of
Marketing 74 (May 2010), pp. 48–64.
35. Valarie Zeithaml, Mary Jo Bitner, and Dwayne
D. Gremler, Services Marketing: Integrating Customer
Focus across the Firm, 4th ed. (New York: McGraw-Hill,
2006).
36. Stephen S. Tax, Mark Colgate, and David Bowen,
“How to Prevent Your Customers from Failing,” MIT
Sloan Management Review (Spring 2006), pp. 30–38;
Michael Sanserino and Cari Tuna, “Companies Strive
Harder to Please Customers,” Wall Street Journal,
July 27, 2009, p. B4.
37. James L. Heskett, W, Earl Sasser Jr., and Joe Wheeler,
Ownership Quotient: Putting the Service Profit Chain to
Work for Unbeatable Competitive Advantage (Boston,
MA: Harvard Business School Press, 2008).
38. D. Todd Donovan, Tom J. Brown, and John C. Mowen,
“Internal Benefits of Service Worker Customer
Orientation: Job Satisfaction, Commitment, and
Organizational Citizenship Behaviors,” Journal of
Marketing 68 (January 2004), pp. 128–46.
39. Dan Heath and Chip Heath, “I Love You. Now What?”
Fast Company, October 2008, pp. 95–96.
40. Evan Hessel, “Kung Pao Chicken for the Soul,” Forbes,
April 21, 2008, pp. 106–107.
41. Frances X. Frei, “The Four Things a Service Business
Must Get Right,” Harvard Business Review, April 2008,
pp. 70–80.
42. Christian Gronroos, “A Service-Quality Model and Its
Marketing Implications,” European Journal of
Marketing 18 (1984), pp. 36–44.
43. Leonard Berry, “Big Ideas in Services Marketing,”
Journal of Consumer Marketing (Spring 1986),
pp. 47–51. See also, Jagdip Singh, “Performance
Productivity and Quality of Frontline Employees in
Service Organizations,” Journal of Marketing 64 (April
2000), pp. 15–34; Detelina Marinova, Jun Ye, and
Jagdip Singh, “Do Frontline Mechanisms Matter?
Impact of Quality and Productivity Orientations on Unit
Revenue, Efficiency, and Customer Satisfaction,”
Journal of Marketing 72 (March 2008), pp. 28–45; John
R. Hauser, Duncan I. Simester, and Birger Wernerfelt,
“Internal Customers and Internal Suppliers,” Journal of
Marketing Research 33 (August 1996), pp. 268–80;
Walter E. Greene, Gary D. Walls, and Larry J. Schrest,
“Internal Marketing: The Key to External Marketing
Success,” Journal of Services Marketing 8 (1994),
pp. 5–13.
44. Christian Gronroos, “A Service-Quality Model and Its
Marketing Implications,” European Journal of
Marketing 18 (1984), pp. 36–44; Michael D. Hartline,
James G. Maxham III, and Daryl O. McKee, “Corridors
of Influence in the Dissemination of Customer-
Oriented Strategy to Customer-Contact Service
Employees,”Journal of Marketing 64 (April 2000),
pp. 35–50.
45. John Batelle, “Charles Schwab, Back from the Brink,”
Business 2.0, March 2006; “Q&A with Becky Saeger,
CMO, Charles Schwab,” ANA Marketing Musings,
September 11, 2006; Betsy Morris, “Charles Schwab’s
Endnotes
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