Marketing de Servicios 6ta Ed, Christopher Lovelock

12. Arlie Hochschild, “Emotional Labor in the Friendly
Skies”, Psychology Today (junio, 1982): 13-15, citado en
Valarie A. Zeithaml, Mary Jo Bitner y Dwayne D.
Gremler, Services Marketing: Integrating Customer Focus
Across the Firm, 4a ed., Nueva York: McGraw-Hill, 2006:
359. Vea también Aviad E. Raz, “The Slanted Smile
Factory: Emotion Management in Tokyo Disneyland”,
Studies in Symbolic Interaction, 21 (1997): 201-217.
13. Jochen Wirtz y Robert Johnston, “Singapore Airlines:
What It Takes to Sustain Service Excellence-A Senior
Management Perspective,”, Managing Service Quality, 13,
No. l (2003): 10-19; Loizos Heracleous, Jochen Wirtz y
Nitin Pangarkar, Flying High in Competitive Industry:
Cost-Effective Service Excellence at Singapore Airlines,
Singapur: McGraw-Hill, 2006, p 155.
14. “The Bangalore Paradox,”, The Economist, 23 de abril,
2005: 67-69.
15. Dan Moshavi y James R. Terbord, “The Job Satisfaction
and Performance of Contingent and Regular Customer
Service Representatives- A Human Capital Perspective”,
International Journal of Service Industry Management, 13,
No. 4 (2002); 333-347.
16. Mahesh y Anand, “Improving Call Centre Agent
Performance”.
17. Ibid.
18. Los términos ciclo de fracaso y ciclo de éxito fueron acuñados
por Leonard L. Schlesinger y James L. Heskett, “Breaking
the Cycle of Failure in Services”, Sloan Management
Review, 32 (primavera, 1991): 17-28. El término ciclo de
mediocridad proviene de Christopher H. Lovelock,
“Managing Services: The Human Factor”, en W. J. Glynn
y J. G. Barnes, eds., Understanding Services Management,
Chichester, UK: John Wiley & Sons, 1995: 228.
19. Lloyd C. Harris y Emmanuel Ogbonna, “Exploring Service
Sabotage: The Antecedents, Types, and Consequences of
Front-Line, Deviant, Antiservice Behaviors”, Journal
of Service Research, 4, No. 3 (2002): 163-183. Vea también
Lorna Douget, “Service Provider Hostility and Service
Quality”, Academy of Management Journal, 47, No. 5 (2004):
761-771.
20. Schlesinger y Heskett, “Breaking the Cycle of Failure in
Services”.
21. Heskett, Sasser y Schlesinger, The Value Profit Chain:
75-94.
22. Reg Price y Roderick J. Brodie, “Transforming a Public
Service Organization from Inside out to Outside in”,
Journal of Service Research, 4, No. 1 (2001): 50-59.
23. Mahn Hee Yoon, “The Effect of Work Climate on Critical
Employee and Customer Outcomes”, International
Journal of Service Industry Management, 12, No. 5 (2001):
500-521.
24. Leonard L. Berry y A. Parasuraman, Marketing Services-
Competing Through Quality. Nueva York: The Free Press,
1991: 151-152.
25. Charles A. O’Reilly III y Jeffrey Pfeffer, Hidden Value-How
Great Companies Achieve Extraordinary Results with Ordinary
People, Boston: Harvard Business School Press, 2000: 1.
26. Bill Fromm y Len Schlesinger, The Real Heroes of Business,
Nueva York: Currency Doubleday, 1994: 315-316.
27. Jim Collins, “Turning Goals into Results: The Power of
Catalytic Mechanisms”, Harvard Business Review, 77
(julio-agosto, 1999): 77.
28. Esta sección se adaptó de Benjamin Schneider y David E.
Bowen, Winning the Service Game, (Boston: Harvard
Business School Press, 1995): 115-126.
29. John Wooden, A Lifetime of Observations and Reflections On
and Off the Court, Chicago: Lincolnwood, 1997: 66.
30. Serene Goh, “All the Right Staff,” y Arlina Arshad,
“Putting Your Personality to the Test”, The Straits Times, 5
de septiembre de 2001: H1.
31. Para revisar esta literatura, vea Benjamin Schneider,
“Service Quality and Profits: Can You Have Your Cake
and Eat It, Too?”, Human Resource Planning, 14, No. 2
(1991): 151-157.
32. Esta sección se adaptó de Leonard L. Berry, On Great
Service- A Framework for Action, Nueva York: The Free
Press, 1995: 181-182.
33. Schlesinger y Heskett, “Breaking the Cycle of Failure in
Services”: 26.
34. Benjamin Schneider y David E. Bowen, Winning the
Service Game, Boston: Harvard Business School Press,
1995: 131.
35. Leonard L. Berry, Discovering the Soul of Service- The Nine
Drivers of Sustainable Business Success, Nueva York: The
Free Press, 1999: 161
36. David A. Tansik, “Managing Human Resource Issues for
High Contact Service Personnel”, En D. E. Bowen, R. B.
Chase, T. G. Cummings y Asociados, eds., Service
Management Effectiveness. San Francisco: Jossey-Bass,
1990: 152-176.
37. Partes de esta sección se basan en David E. Bowen y
Edward E. Lawler, III, “The Empowerment of Service
Workers: What, Why, How and When”, Sloan Management
Review, 33 (primavera, 1992): 32-39.
38. Dana Yagil, “The Relationship of Customer Satisfaction
and Service Workers’ Perceived Control- Examination of
Three Models”, International Journal of Service Industry
Management, 13, No. 4 (2002): 382-398.
39. Graham L. Bradley y Beverley A. Sparks, “Customer
Reactions to Staff Empowerment: Mediators and Moderators”,
Journal of Applied Social Psychology, 30, No. 5
(2000): 991-1012.
40. Bowen y Lawler, “The Empowerment of Service
Workers: What, Why, How and When”.
41. Schneider y Bowen, Winning the Service Game: 250.
42. Este párrafo se basa en Kevin Freiberg y Jackie Freiberg,
Nuts! Southwest Airlines’ Crazy Recipe for Business
and Personal Success, Nueva York: Broadway Books,
1997: 87-88.
43. Andrew Sergeant y Stephen Frenkel, “When Do Customer
Contact Employees Satisfy Customers?”, Journal of Service
Research, 3, No. 1 (agosto, 2000): 18-34.
44. Para revisar un estudio reciente sobre el desempeño
de un equipo autoadministrado vea Ad de Jong, Ko de
Ruyter y Jos Lemmink, “Antecedents and Consequences
of the Service Climate in Boundary-Spanning Self-
Managing Service Teams”, Journal of Marketing, 68 (abril,
2004): 18-35.
340 Parte III Administración de la interfase del cliente