Marketing de Servicios 6ta Ed, Christopher Lovelock

A Review and Critique of Research Using SERVQUAL”,
International Journal of Market Research, 46 (cuarto trimestre,
2004): 479-497.
8. Anne M. Smith, “Measuring Service Quality: Is
SERVQUAL Now Redundant?”, Journal of Marketing Management,
11 (enero/febrero/abril, 1995): 257-276.
9. Gerhard Mels, Christo Boshoff y Denon Nel, “The Dimensions
of Service Quality: The Original European
Perspective Revisited”, The Service Industries Journal, 17
(enero, 1997): 173-189.
10. A. Parasuraman, Valarie A. Zeithaml y Arvind Malhotra,
“E-S-QUAL: A Multiple-Item Scale for Assessing Electronic
Service Quality”, Journal of Service Research, 7, No. 3
(2005): 213-233.
11. Jochen Wirtz y Anna S. Manila, “Exploring the Role of
Alternative Perceived Performance Measures and
Needs-Congruency in the Consumer Satisfaction Process”,
Journal of Consumer Psychology, 11, No. 3 (2001):
181-192.
12. Jochen Wirtz, “Halo in Customer Satisfaction Measures-
The Role of Purpose of Rating, Number of Attributes,
and Customer Involvement”, International Journal of Service
Industry Management, 14, No. 1 (2003): 96-119.
13. A. Parasuraman, Valarie A. Zeithaml y Leonard L. Berry,
“A Conceptual Model of Service Quality and Its Implications
for Future Research”, Journal of Marketing, 49, (otoño,
1985): 41-50; Valarie A. Zeithaml, Leonard L. Berry y
A. Parasuraman, “Communication and Control Processes
in the Delivery of Services”, Journal of Marketing, 52
(abril, 1988): 36-58.
14. Valarie A. Zeithaml, Mary Jo Bitner y Dwayne D. Gremler,
Services Marketing, 4a. ed. Nueva York: McGraw-Hill,
2006: 292.
15. Leonard L. Berry y A. Parasuraman, “Listening to the
Customer- The Concept of a Service Quality Information
System”, Sloan Management Review, 38 (primavera, 1997):
65-76.
16. Comentarios de Thomas R. Oliver, entonces vicepresidente
de ventas y servicio al cliente, Federal Express; reportado
en Christopher H. Lovelock, Federal Express: Quality
Improvement Program. Lausanne, Switzerland: International
Institute for Management Development, 1990.
17. Christopher Lovelock, Product Plus: How Product + Service
= Competitive Advantage, Nueva York: McGraw-Hill,
1994: 218.
18. Esas categorías y los datos de investigación que se muestran
a continuación se adaptaron de información que
aparece en D. Daryl Wyckoff, “New Tools for Achieving
Service Quality”, Cornell Hotel and Restaurant Administration
Quarterly, 42 (agosto-septiembre, 2001): 25-38.
19. Roland T. Rust, Anthony J. Zahonik y Timothy L. Keiningham,
“Return on Quality (ROQ): Making Service
Quality Financially Accountable”, Journal of Marketing,
59 (abril, 1995): 58-70; Roland T. Rust, Christine Moorman
y Peter R. Dickson, “Getting Return on Quality: Revenue
Expansion, Cost Reduction, or Both?”, Journal of
Marketing, 66 (octubre, 2002): 7-24.
20. Kenneth J. Klassen, Randolph M. Russell y James J.
Chrisman, “Efficiency and Productivity Measures for
High Contact Services”, The Service Industries Journal, 18
(octubre, 1998): 1-18.
21. James L. Heskett, Managing in the Service Economy, Nueva
York: The Free Press, 1986.
22. Para una discussion detallada sobre la productividad de
servicio, vea Cynthia Karen Swank, “The Lean Service
Machine”, Harvard Business Review, 81, No. 10 (2003):
123-129.
23. Eric Langeard, John E. G. Bateson, Christopher H. Lovelock
y Pierre Eiglier, Services Marketing: New Insights from
Consumers and Managers. Cambridge, MA: Marketing
Science Institute, 1981, especialmente el cap. 2. Un buen
resumen de esta investigación se encuentra en J. E. G.
Bateson, “Self-Service Consumer: An Exploratory
Study”, Journal of Retailing, 51 (otoño, 1985): 49-76.
24. Cathy Goodwin, “I Can Do It Myself: Training the Service
Consumer to Contribute to Service Productivity”,
Journal of Services Marketing, 2 (otoño, 1988): 71-78.
25. G. S. Sureshchandar, Chandrasekharan Rajendran y R.
N. Anantharaman, “A Holistic Model for Total Service
Quality”, International Journal of Service Industry Management,
12, No. 4 (2001): 378-412.
26. ISO (2001), The ISO Survey of ISO 9000 and ISO 14000 Certificates
(Eleventh Cycle). Geneva: International Organization
for Standards, 2001.
27. Susan Meyer Goldstein y Sharon B. Schweikhart, “Empirical
Support for the Baldrige Award Framework in U.S.
Hospitals”, Health Care Management Review, 27, No. 1
(2002): 62-75.
28. Allan Shirks, William B. Weeks y Annie Stein, “Baldrige-
Based Quality Awards: Veterans Health Administration’s
3-Year Experience”, Quality Management in Health
Care, 10, No. 3 (2002): 47-54; National Institute of Standards
and Technology, “Baldrige FAQs”, www.nist.gov./
public_affairs/ factsheet/ baldfaqs.htm, revisado el 11
de enero de 2006.
29. Jim Biolos, “Six Sigma Meets the Service Economy”, Harvard
Business Review, 80 (noviembre, 2002): 3-5.
30. Mikel Harry y Richard Schroeder, Six Sigma-The Breakthrough
Management Strategy Revolutionizing the World’s Top
Corporations, Nueva York: Currency, 2000: 232.
31. Peter S. Pande, Robert P. Neuman y Ronald R. Cavanagh,
The Six Sigma Way: How GE, Motorola, and Other Top
Companies Are Honing Their Performance, Nueva York:
McGraw-Hill, 2000.
32. Gavin Dick, Kevin Gallimore y Jane C. Brown, “IS09000
and Quality Emphasis: An Empirical Study of Front-
Room and Back Room Dominated Service Industries”,
International Journal of Service Industry Management, 12,
No. 2 (2001): 114-136; Adrian Hughes y David N. Halsall,
“Comparison of the 14 Deadly Diseases and the Business
Excellence Model”, Total Quality Management, 13, No. 2
(2002): 255-263.
33. Cathy A. Enz y Judy A. Siguaw, “Best Practices in Service
Quality”, Cornell Hotel and Restaurant Administration
Quarterly, 41 (octubre, 2000): 20-29.
34. Eighth NIST Stock Investment Study, Gaithersburg, MD:
National Institute of Standards and Technology, 2002.
Capítulo 14 Incremento de la calidad y productividad del servicio 445