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Marketing de Servicios 6ta Ed, Christopher Lovelock

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14. Karen L. Katz, Blaire M. Larson y Richard C. Larson,

“Prescription for the Waiting-in-Line Blues: Entertain,

Enlighten, and Engage”, Sloan Management Review, 31

(invierno, 1991): 44-53.

15. Bill Fromm y Len Schlesinger, The Real Heroes of Business

and Not a CEO Among Them, Nueva York: Currency Doubleday,

1994, p. 7.

16. Michael K. Hui y David K. Tse, “What to Tell Customers

in Waits of Different Lengths: An Integrative Model of

Service Evaluation”, Journal of Marketing, 80, No. 2 (abril,

1996): 81-90.

17. Sheryl E. Kimes y Richard B. Chase, “The Strategic Levers

of Yield Management”, Journal of Service Research, 1

(noviembre, 1998): 156-166; Anthony Ingold, Una Mc-

Mahon-Beattie y Ian Yeoman, eds., Yield Management

Strategies for the Service Industries, 2a ed., London: Continuum,

2000.

18. Madeleine E. Pullman y Gary M. Thompson, “Evaluating

Capacity- and Demand-Management Decisions at a

Ski Resort”, Cornell Hotel and Restaurant Administration

Quarterly, 43 (diciembre, 2002): 25-36; Madeleine E. Pullman

y Gary Thompson, “Strategies for Integrating Capacity

with Demand in Service Networks”, Journal of Service

Research, 5 (febrero, 2003): 169-183.

Capítulo 9 Equilibrio entre la demanda y la capacidad productiva 287

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