Marketing de Servicios 6ta Ed, Christopher Lovelock

19. Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree
y Mary Jo Bitner, “Self-Service Technologies: Understanding
Customer Satisfaction with Technology-Based
Service Encounters”, Journal of Marketing, 64 (julio, 2000):
50-64.
20. Matthew L. Meuter, Mary Jo Bitner, Amy L. Ostrom y
Stephen W. Brown, “Choosing Among Alternative Service
Delivery Modes: An Investigation of Customer Trial of
Self-Service Technologies”, Journal of Marketing, 69 (abril,
2005): 61-83.
21. Pratibha A. Dabholkar, “Consumer Evaluations of New
Technology-Based Self-Service Options: An Investigation
of Alternative Models of Service Quality”, International
Journal of Research in Marketing, 13 (1996): 29-51; Mary
Jo. Bitner, Stephen W. Brown y Matthew L. Meuter,
“Technology Infusion in Service Encounters”, Journal of
the Academy of Marketing Science, 28, No. 1 (2000): 138-149;
Pratibha A. Dabholkar, L. Michelle Bobbitt y Eun-Ju Lee,
“Understanding Consumer Motivation and Behavior Related
to Self-Scanning in Retailing”, International Journal
of Service Industry Management, 14, No. 1 (2003): 59-95.
22. David G. Mick y Susan Fournier, “Paradoxes of Technology:
Consumer Cognizance, Emotions, and Coping Strategies”,
Journal of Consumer Research, 25 (septiembre,
1998): 123-143.
23. James M. Curran, Matthew L. Meuter y Carol G. Surprenant,
“Intentions to Use Self-Service Technologies: A
Confluence of Multiple Attitudes”, Journal of Service Research,
5 (febrero, 2003): 209-224.
24. Meuter et al., “Self-Service Technologies” (2000); Mary
Jo Bitner, “Self-Service Technologies: What Do Customers
Expect?”, Marketing Management (primavera,
2001): 10-11.
25. Kortney Stringer, “Have a Pleasant Trip: Eliminate All
Human Contact”, The Wall Street Journal, 31 de octubre de
2002.
26. Jeffrey F. Rayport y Bernard J. Jaworski, “Best Face Forward”,
Harvard Business Review, 82 (diciembre, 2004).
27. Neeli Bendapudi y Robert P. Leone, “Psychological Implications
of Customer Participation in Co-production”,
Journal of Marketing, 67 (enero, 2003): 14-28.
28. Bitner, “Self-Service Technologies”, (2001).
29. David E. Bowen, “Managing Customers as Human Resources
in Service Organizations”, Human Resources Management,
25, No. 3 (1986): 371-383.
30. Benjamin Schneider y David E. Bowen, Winning the
Service Game, Boston: Harvard Business School Press,
1995, p. 85.
31. Stephen S. Tax, Mark Colgate y David E. Bowen, “How
to Prevent Customers from Failing”, MIT Sloan Management
Review, 47 (primavera, 2006): 30-38.
32. Bonnie Farber Canziani, “Leveraging Customer Competency
in Service Firms”, International Journal of Service Industry
Management, 8 No. 1 (1997): 5-25.
33. Kim Painter, “Cutting Ties to Vexing Patients”, USA
Today, 14 de enero de 2003, p. 8D.
34. Esta sección es una adaptación de Christopher Lovelock,
Product Plus, Nueva York: McGraw-Hill, 1994, cap. 15.
35. Stephen J. Grove, Raymond P. Fisk y Joby John, “Surviving
in the Age of Rage”, Marketing Management (marzo/abril,
2004): 41-46.
36. Roger Bougie, Rik Pieters y Marcel Zeelenberg, “Angry
Customers Don’t Come Back, They Get Back: The Experience
and Behavioral Implications of Anger and Dissatisfaction
in Services”, Journal of the Academy of Marketing
Science, 31, No. 4 (2003): 377-393.
37. Blair J. Berkley y Mohammad Ala, “Identifying and Controlling
Threatening Airline Passengers”, Cornell Hotel
and Restaurant Administration Quarterly, 42 (agosto-septiembre,
2001): 6-24.
38. Lloyd C. Harris y Kate L. Reynolds, “The Consequences
of Dysfunctional Customer Behavior”, Journal of Service
Research, 6 (noviembre, 2003): 144-161; Lloyd C. Harris y
Kate L. Reynolds, “Jaycustomer Behavior: An Exploration
of Types and Motives in the Hospitality Industry”,
Journal of Services Marketing, 18, No. 5 (2004): 339-357.
Capítulo 8 Diseño y administración de los procesos de servicio 259