Marketing_Management_14th_Edition-min

Big Challenge,” Fortune, May 30, 2005; Rob Markey,
Fred Reichheld, and Andreas Dullweber, “Closing the
Customer Feedback Loop,” Harvard Business Review,
December 2009, pp. 43–47.
46. Ad de Jong, Ko de Ruyter, and Jos Lemmink,
“Antecedents and Consequences of the Service
Climate in Boundary-Spanning Self-Managing Service
Teams,” Journal of Marketing 68 (April 2004), pp. 18–35;
Michael D. Hartline and O. C. Ferrell, “The Management
of Customer-Contact Service Employees: An Empirical
Investigation,” Journal of Marketing 60 (October 1996),
pp. 52–70; Christian Homburg, Jan Wieseke, and
Torsten Bornemann, “Implementing the Marketing
Concept at the Employee-Customer Interface: The
Role of Customer Need Knowledge,” Journal of
Marketing 73 (July 2009), pp. 64–81; Chi Kin (Bennett)
Yim, David K. Tse, and Kimmy Wa Chan,
“Strengthening Customer Loyalty through Intimacy and
Passion: Roles of Customer-Firm Affection and
Customer-Staff Relationships, Journal of Marketing
Research 45 (December 2008), pp. 741–56.
47. Michael Sanserino and Cari Tuna, “Companies Strive
Harder to Please Customers,” Wall Street Journal, July
27, 2009, p. B4.
48. Jena McGregor, “When Service Means Survival,”
BusinessWeek, March 2, 2009, pp. 26–30.
49. Heather Green, “How Amazon Aims to Keep You
Clicking,” BusinessWeek, March 2, 2009, pp. 34–40.
50. Roland T. Rust and Katherine N. Lemon, “E-Service
and the Consumer,” International Journal of Electronic
Commerce 5 (Spring 2001), pp. 83–99. See also,
Balaji Padmanabhan and Alexander Tuzhilin, “On the
Use of Optimization for Data Mining: Theoretical
Interactions and ECRM opportunities,” Management
Science 49 (October 2003), pp. 1327–43; B. P. S.
Murthi and Sumit Sarkar, “The Role of the
Management Sciences in Research on
Personalization,” Management Science 49
(October 2003), pp. 1344–62.
51. Roland T. Rust, P. K. Kannan, and Na Peng, “The
Customer Economics of Internet Privacy,” Journal
of the Academy of Marketing Science 30 (2002),
pp. 455–64.
52. Jena McGregor, “Customer Service Champs,”
BusinessWeek, March 5, 2007, pp. 52–64.
53. Jena McGregor, “When Service Means Survival,”
BusinessWeek, March 2, 2009, pp. 26–30.
54. John A. Martilla and John C. James, “Importance-
Performance Analysis,” Journal of Marketing 41
(January 1977), pp. 77–79.
55. Dave Dougherty and Ajay Murthy, “What Service
Customers Really Want,” Harvard Business Review,
September 2009, p. 22; for a contrarian point of view,
see Edward Kasabov, “The Compliant Customer,” MIT
Sloan Management Review (Spring 2010), pp. 18–19.
56. Jeffrey G. Blodgett and Ronald D. Anderson, “A
Bayesian Network Model of the Customer Complaint
Process,” Journal of Service Research 2 (May 2000),
pp. 321–38; Stephen S. Tax and Stephen
W. Brown, “Recovering and Learning from Service
Failures,” Sloan Management Review (Fall 1998),
pp. 75–88; Claes Fornell and Birger Wernerfelt, “A
Model for Customer Complaint Management,”
Marketing Science 7 (Summer 1988), pp. 271–86.
57. James G. Maxham III and Richard G. Netemeyer,
“Firms Reap What They Sow: The Effects of Shared
Values and Perceived Organizational Justice on
Customers’ Evaluations of Complaint Handling,”
Journal of Marketing 67 (January 2003), pp. 46–62;
Jagdip Singh, “Performance Productivity and Quality of
Frontline Employees in Service Organizations,” Journal
of Marketing 64 (April 2000), pp. 15–34; Barry J. Rabin
and James S. Boles, “Employee Behavior in a Service
Environment: A Model and Test of Potential Differences
between Men and Women,” Journal of Marketing 62
(April 1998), pp. 77–91.
58. Stephen S. Tax, Stephen W. Brown and Murali
Chandrashekaran, “Customer Evaluations of Service
Complaint Experiences: Implications for Relationship
Marketing,” Journal of Marketing 62 (April 1998),
pp. 60–76; Stephen S. Tax and Stephen W. Brown,
“Recovering and Learning from Service Failures,”
Sloan Management Review (Fall 1998), pp. 75–88.
59. Amy Barrett, “Vanguard Gets Personal,” BusinessWeek,
October 3, 2005, pp. 115–18; Carolyn Marconi and
Donna MacFarland, “Growth by Marketing under the
Radar,” Presentation made at Marketing Science
Institute Board of Trustees Meeting: Pathways to
Growth, Tucson, AZ, November 7, 2002.
60. www.schneider.com; www.informs.org; Todd Raphael,
“Facing ‘Fierce Competition,’ Schneider National
Struggles to Fill Trucking Jobs,” Inside Recruiting, May
31, 2006.
61. Roger Yu, “Sheraton Has Designs on Fresh Look,”
USA TODAY, August 26, 2008, p. 4B.
62. Robert Levine, “Globe Trotter,” Fast Company,
September 2008, pp. 73–74; Andrew McMains, “Q&A:
Kayak’s Robert Birge,” Adweek.com, June 2, 2009;
Peter West, “Retail Medical Clinics Offer Quality Care:
Study,” HealthDay, August 31, 2009; “More Medical
Clinics Opening in Retail Stores,” Associated Press,
February 2, 2006; Ellen McGirt, “Fast Food Medicine,”
Fast Company, September 2007, pp. 37–38; “Kenny
Dichter: A Big Idea Takes Off,” Special Advertising
Supplement, CIT Behind the Business, Condé Nast
Portfolio, September 2007.
63. Jessi Hempel, “Salesforce Hits Its Stride,” Fortune,
March 2, 2009, pp. 29–32.
64. Jena McGregor, “USAA’s Battle Plan,” Bloomberg
BusinessWeek, March 1, 2010, pp. 40–43; Jena
McGregor, “When Service Means Survival,”
BusinessWeek, March 2, 2009, pp. 26–30; “Customer
Service Champs,” BusinessWeek, March 5, 2007;
“USAA Receives Chairman’s Award,” San Antonio
Business Journal, June 20, 2002.
65. Susan M. Keaveney, “Customer Switching Behavior in
Service Industries: An Exploratory Study,” Journal of
Marketing 59 (April 1995), pp. 71–82. See also,
E36
Endnotes