Marketing de Servicios 6ta Ed, Christopher Lovelock

7. Robert J. Donovan y John R. Rossiter, “Store
Atmosphere: An Environmental Psychology Approach”,
Journal of Retailing, 58, No. 1 (1982): 34-57.
8. James A. Russell, “A Circumplex Model of Affect”,
Journal of Personality and Social Psychology, 39, No. 6
(1980): 1161-1178.
9. Jochen Wirtz y John E. G. Bateson, “Consumer Satisfaction
with Services: Integrating the Environmental
Perspective in Services Marketing into the Traditional
Disconfirmation Paradigm”, Journal of Business Research,
44, No. 1 (1999): 55-66.
10. Jochen Wirtz, Anna S. Mattila y Rachel L. P. Tan, “The
Moderating Role of Target-Arousal on the Impact of
Affect on Satisfaction—An Examination in the Context
of Service Experiences”, Journal of Retailing, 76, No. 3
(2000): 347-365.
11. Barry J. Babin y Jill S. Attaway, “Atmospheric Affect as a
Tool for Creating Value and Gaining Share of Customer”,
Journal of Business Research, 49 (2000): 91-99.
12. Mary Jo Bitner, “Service Environments: The Impact of
Physical Surroundings on Customers and Employees,”,
Journal of Marketing, 56 (abril, 1992): 57-71.
13. Para una revisión detallada de estudios experimentales
sobre los efectos de la atmósfera, vea L. W. Turley y
Ronald E. Milliman, “Atmospheric Effects on Shopping
Behavior: A Review of the Experimental Literature”,
Journal of Business Research, 49 (2000): 193-211.
14. Patrick M. Dunne, Robert F. Lusch y David A. Griffith,
Retailing, 4a. ed., Orlando, FL: Harcourt, 2002, p. 518.
15. Barry Davies y Philippa Ward, Managing Retail
Consumption, West Sussex, UK: John Wiley & Sons, 2002,
p.179.
16. Steve Oakes, “The Influence of the Musicscape Within
Service Environments”, Journal of Services Marketing, 14,
No. 7 (2000): 539-556.
17. Morris B. Holbrook y Punam Anand, “Effects of Tempo
and Situational Arousal on the Listener’s Perceptual and
Affective Responses to Music”, Psychology of Music, 18
(1990): 150-162; S. J. Rohner y R. Miller, “Degrees of
Familiar and Affective Music and Their Effects on State
Anxiety”, Journal of Music Therapy, 17, No. 1 (1980): 2-15.
18. Patrick M. Dunne, Robert F. Lusch y David A. Griffith,
Retailing, p. 520.
19. Alan R. Hirsch, Dr. Hirsch’s Guide to Scentsational Weight
Loss, UK: Harper Collins, 1997, pp. 12-15.
20. Alan R. Hirsch, “Effects of Ambient Odors on Slot
Machine Usage in a Las Vegas Casino”, Psychology and
Marketing, 12, No. 7 (1995): 585-594.
21. Alan R. Hirsch y S. E. Gay, “Effect on Ambient Olfactory
Stimuli on the Evaluation of a Common Consumer
Product”, Chemical Senses, 16 (1991): 535.
22. Linda Holtzschuhe, Understanding Color—An Introduction
for Designers, 2a ed., Nueva York: John Wiley &
Sons, 2002, p.1.
23. Gerald J Gorn, Amitava Chattopadhyay, Tracey Yi y
Darren Dahl, “Effects of Color as an Executional Cue in
Advertising: They’re in the Shade”, Management Science,
43, No. 10 (1997): 1387-1400; Ayn E. Crowley, “The
Two-Dimensional Impact of Color on Shopping”,
Marketing Letters, 4, No. 1 (1993): 59-69; Gerald J. Corn,
Amitava Chattopadhyay, Jaideep Sengupta y Shashank
Tripathi, “Waiting for the Web: How Screen Color Affects
Time Perception”, Journal of Marketing Research, XLI
(mayo, 2004): 215-225; Iris Vilnai-Yavetz y Anat Rafaeli,
“Aesthetics and Professionalism of Virtual Servicescapes”,
Journal of Service Research (2006, en prensa).
24. Albert Henry Munsell, A Munsell Color Product, Nueva
York: Kollmorgen Corporation, 1996.
25. Linda Holtzschuhe, Understanding Color—An Introduction
for Designers, p. 51.
26. Heinrich Zollinger, Color: A Multidisciplinary Approach,
Zurich: Verlag Helvetica Chimica Acta (VHCA)-
Weinheim: Wiley-VCH, 1999, pp. 71-79.
27. Joseph A. Bellizzi, Ayn E. Crowley y Ronald W. Hasty,
“The Effects of Color in Store Design,” Journal of
Retailing, 59, No. 1 (1983): 21-45.
28. John E. G. Bateson y K. Douglas Hoffman, Managing
Services Marketing, 4a ed., Orlando, FL: The Dryden
Press, 1999, p. 143.
29. Anat Rafaeli e Iris Vilnai-Yavetz, “Discerning Organizational
Boundaries Through Physical Artifacts”, en N.
Paulsen y T. Hemes, eds., Managing Boundaries in
Organizations: Multiple Perspectives, Basingstoke,
Hampshire, UK: Macmillan, 2003; Anat Rafaeli e Iris
Vilnai-Yavetz, “Emotion as a Connection of Physical
Artifacts and Organizations”, Organization Science, 15,
No 6 (2004): 671-686; Anat Rafaeli e Iris Vilnai-Yavetz,
“Managing Organizational Artifacts to Avoid Artifact
Myopia”, en A. Rafaeli y M. Pratt, eds., Artifacts and
Organization: Beyond Mere Symbolism, Mahwah, NJ:
Lawrence Eribaum Associates, 2005, pp. 9-21.
30. Sara 0. Marberry y Laurie Zagon, The Power of Color—
Creating Healthy Interior Spaces, Nueva York: John Wiley
& Sons, 1995, p. 38.
31. Lewis P. Carbone y Stephen H. Haeckel, “Engineering
Customer Experiences”, Marketing Management, 3, No. 3
(invierno, 1994): 9-18.
32. Dennis Nickson, Chris Warhurst y Eli Dutton, “The
Importance of Attitude and Appearance in the Service
Encounter in Retail and Hospitality”, Managing Service
Quality, 2 (2005): 195-208.
33. Anna S. Mattila y Jochen Wirtz, “Congruency of Scent
and Music as a Driver of In-Store Evaluations and
Behavior”, Journal of Retailing, 77 (2001): 273-289.
34. Christine M. Piotrowski y Elizabeth A. Rogers, Designing
Commercial Interiors, Nueva York: John Wiley & Sons,
1999; Martin M. Pegler, Cafes & Bistros. New York: Retail
Reporting Corporation, 1998; Paco Asensio, Bars &
Restaurants, Nueva York: HarperCollins International,
2002; Bethan Ryder, Bar and Club Design, London:
Laurence King Publishing, 2002.
35. Ron Kaufman, “Service Power: Who Were They Designing
It For?”, Newsletter, mayo, 2001, http://Ron Kaufman.
com.
36. Alan d’Astous, “Irritating Aspects of the Shopping
Environment”, Journal of Business Research, 49 (2000): 149-
156. Vea también K. Douglas Hoffman, Scott W. Kelly y
Beth C. Chung, “A CIT Investigation of Servicscape
Failures and Associated Recovery Strategies”, Journal of
Services Marketing, 17, No. 4 (2003): 322-340.
Capítulo 10 Diseño del entorno de servicio 309