Marketing de Servicios 6ta Ed, Christopher Lovelock

en P. Eiglier y E. Langeard (eds.), Marketing, Operations,
and Human Resources: Insights into Services, Aixen-Provence,
France: IAE, Université d’Aix-Marseille
III, 1992, pp. 296-316.
6. Loizos Heracleous, Jochen Wirtz y Nitin Pangarkar, Flying
High: Cost Effective Service Excellence-Lessons from Singapore
Airlines, Singapore: McGraw Hill, 2006.
7. James C. Anderson y James A. Narus, “Capturing the
Value of Supplementary Services”, Harvard Business
Review, 73 (enero-febrero, 1995): 75-83.
8. James Devlin, “Brand Architecture in Services: The
Example of Retail Financial Services”, Journal of Marketing
Management, 19 (2003): 1043-1065.
9. David Aaker y E. Joachimsthaler, “The Brand Relationship
Spectrum: The Key to the Brand Challenge”, California
Management Review, 42, No. 4 (2000): 8-23.
10. Weizhong Jiang, Chekitan S. Dev y Vithala R. Rao,
“Brand Extension and Customer Loyalty: Evidence
from the Lodging Industry”, Cornell Hotel and Restaurant
Administration Quarterly, (agosto, 2002): 5-16.
11. www.sun.com/service/support/sunspectrum, revisado
el 2 de enero de 2006.
12. Joe Wheeler y Shaun Smith, Managing the Experience.
Upper Saddle River, NJ: Prentice Hall, 2003.
13. Don E. Shultz, “Getting to the Heart of the Brand”, Marketing
Management, (septiembre-octubre, 2001): 8-9.
14. Vea James Traub, “Drive-Thru U”, The New Yorker, 20 y
27 de octubre, 1997; y Joshua Macht, “Virtual You”, Inc.
Magazine, enero, 1998: 84-87.
15. Chad Rubel, “New Menu for Restaurants: Talking Trees
and Blackjack,”, Marketing News, 29 de julio, 1996: 1.
16. Vea, por ejemplo, Michael Hammer y James Champy,
Reengineering the Corporation, Nueva York: HarperBusiness,
1993.
17. Michael Arndt, “Cat Sinks Its Claws into Services”, Business
Week, 5 de diciembre, 2005: 56-58.
18. Clayton M. Christenson, Scott Cook y Taddy Hall,
“Marketing Malpractice: The Cause and the Cure”,
Harvard Business Review, (diciembre, 2005): 4-12.
19. H.T. Parsa, John T. Self, David Njite y Tiffany King,
“Why Restaurants Fail”, Cornell Hotel and Restaurant
Administration Quarterly, 46 (agosto, 2005): 304-322.
20. Chris D. Storey y Christopher J. Easingwood, “The Augmented
Service Offering: A Conceptualization and
Study of Its Impact on New Service Success”, Journal of
Product Innovation Management, 15 (1998): 335-351.
21. Stephen S. Tax e Ian Stuart, “Designing and Implementing
New Services: The Challenges of Integrating Service
Systems”, Journal of Retailing, 73, No. 1 (1997): 105-134.
22. Scott Edgett y Steven Parkinson, “The Development of
New Financial Services: Identifying Determinants of
Success and Failure”, International Journal of Service Industry
Management, 5, No. 4 (1994): 24-38.
23. Christopher Storey y Christopher Easingwood, “The
Impact of the New Product Development Project on
the Success of Financial Services”, Service Industries
Journal, 13, No. 3 (julio, 1993): 40-54.
24. Bo Edvardsson, Lars Haglund y Jan Mattsson, “Analysis,
Planning, Improvisation and Control in the Development
of New Services”, International Journal of Service Industry
Management, 6, No. 2 (1995): 24-35 (en la página 34). Vea
también Bo Edvardsson y Jan Olsson, “Key Concepts for
New Service Development”, The Service Industries Journal,
16 (abril, 1996): 14-164.
25. Peter R. Magnusson, Jonas Matthing y Per Kristensson,
“Managing User Involvement in Service Innovation: Experiments
with Innovating End Users”, Journal of Service
Research, 6 (noviembre, 2003): 111-124; Jonas Matthing,
Bodil Sandén y Bo Edvardsson, “New Service Development:
Learning from and with Customers”, International
Journal of Service Industry Management, 15, No. 5 (2004):
479-498.
Capítulo 3 Desarrollo de los conceptos de servicio: elementos básicos y complementarios 97