Marketing de Servicios 6ta Ed, Christopher Lovelock

28. Valarie A. Zeithaml, Mary Jo Bitner y Dwayne D. Gremler,
Services Marketing: Integrating Customer Focus Across
the Firm, 4a. ed. Burr Ridge, IL: Irwin-McGraw-Hill,
2006.
29. Youjae Yi, “A Critical Review of Customer Satisfaction”,
en V. A. Zeithaml (ed.), Review of Marketing 1990, Chicago:
American Marketing Association, 1990.
30. Richard L. Oliver, “Customer Satisfaction with Service”,
in Teresa A. Schwartz y Dawn Iacobucci (eds.), Handbook
of Service Marketing and Management, Thousand
Oaks, CA: Sage, 2000: 247-254; Jochen Wirtz y Anna S.
Mattila, “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.
31. Richard L. Oliver, Satisfaction: A Behavioral Perspective on
the Consumer, Nueva York: McGraw-Hill, 1997.
32. Richard L. Oliver, Roland T. Rust y Sajeev Varki, “Customer
Delight: Foundations, Findings, and Managerial
Insight”, Journal of Retailing, 73 (otoño, 1997): 311-336.
33. Roland T. Rust y Richard L. Oliver, “Should We Delight
the Customer?”, Journal of the Academy of Marketing Science,
28, No. 1 (2000): 86-94.
34. Claes Fornell, David VanAmburg, Forrest Morgeson, Eugene
W. Anderson, Barbara Everitt Bryant y Michael D.
Johnson, The American Customer Satisfaction Index at Ten
Years -A Summary of Findings: Implications for the Economy,
Stock Returns and Management, Ann Arbor, MI: National
Quality Research Center, University of Michigan,
2005: 54.
35. Eugene W. Anderson y Vikas Mittal, “Strengthening the
Satisfaction-Profit Chain”, Journal of Service Research, 3
(noviembre, 2000): 107-120.
36. Fornell et al., The American Customer Satisfaction Index at
Ten Years: 40.
37. Susan Fournier y David Glen Mick, “Rediscovering Satisfaction”,
Journal of Marketing, 63 (octubre, 1999): 5-23.
38. Deborah F. Spake, Sharon E. Beatty, Beverly K. Brockman
y Tammy Neal Crutchfield, “Development of the Consumer
Comfort Scale: A Multi-Study Investigation of Service
Relationships”, Journal of Service Research, 5, No. 4
(mayo, 2003): 316-332.
Capítulo 2 El comportamiento del cliente en los encuentros de servicios 63