Kotler - Keller - Managementul Marketingului

> Proiectarea çi gestionarea serviciilor < Capitolul 13 625
9. Valarie A. Zeithaml, „How Consumer Evaluation Processes
Differ between Goods and Services“, în
Marketing of Services, coordonatori J. Donnelly çi W. R.
George (Chicago: American Marketing Association,
1981), pp. 186-190.
10. Amy Ostrom çi Dawn Iacobucci, „Consumer Trade-offs
and the Evaluation of Services“, Journal of Marketing,
ianuarie 1995, pp. 17-28.
11. Theodore Levitt, „Marketing Intangible Products and
Product Intangibles“, Harvard Business Review,
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12. B. H. Booms çi M. J. Bitner, „Marketing Strategies and
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14. Bernd H. Schmitt, Customer Experience Management
(New York: John Wiley & Sons, 2003).
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16. „Mastering the Blues“, Times-Picayue, 18 martie 2001,
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17. G. Lynn Shostack, „Service Postioning Through Structural
Change“, Journal of Marketing, ianuarie 1987, pp.
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18. Debra Zahay çi Abbie Griffin, „Are Customer Information
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19. W. Earl Sasser, „Match Supply and Demand in Service
Industries“, Harvard Business Review, noiembrie-decembrie
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20. Carol Krol, „Case Study: Club Med Uses E-mail to
Pitch Unsold, Discounted Packages“, Advertising Age,
14 decembrie 1998, p. 40; www.clubmed.com.
21. Seth Godin, „If It’s Broke, Fix It“, Fast Company,
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22. Diane Brady, „Why Service Stinks“, BusinessWeek,
23 octombrie 2000, pp. 119-128.
23. Bruce Horovitz, „Whatever Happened to Customer
Service? Automated Answering, Long Waits Irk
Consumers“, USA Today, 26 septembrie 2003, p. A1.
24. Horovitz, „Whatever Happened to Customer Service?
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25. Dan McGinn, „BlueSkies“, MBA Jungle, martie/aprilie
2002, pp. 32-24; Melanie Wells, „Lord of the Skies“,
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2.0, 1 februarie 2003, pp. 94-95.
26. Totuçi, vezi çi Ellen Day çi Richard J. Fox, „Extended
Warranties, Service Contracts, and Maintenance Agreement:
A Marketing Opportunity?“, Journal of Consumer
Marketing, toamna 1985, pp. 77-86.
27. Susan M. Keaveney, „Customer Switching Behavior in
Service Industries: An Exploratory Study“, Journal of
Marketing, aprilie 1995, pp. 71-82. Vezi çi Michael D.
Hartline çi O. C. Ferrell, „The Management of Customer-Contact
Service Employees: An Empirical Investigation“,
Journal of Marketing, octombrie 1996, pp.
52-70; Lois A. Mohr, Mary Jo Bitner çi Bernard H.
Booms, „Critical Service Encounters: The Employee’s
Viewpoint“, Journal of Marketing, octombrie 1994, pp.
95-106; Linda L. Price, Eric J. Arnold çi Patrick Tierney,
„Going to Extremes: Managing Service Encounters and
Assessing Provider Performance“, Journal of Marketing,
aprilie 1995, pp. 83-97; Jaishankar Ganesh, Mark J.
Arnold çi Kristy E. Reynolds, „Understanding the
Customer Base of Service Providers: An Examination of
the Differences Between Switchers and Sayers“, Journal
of Marketing 64, iulie 2000, pp. 65-87.
28. Christian Gronroos, „A Service Quality Model and Its
Marketing Implications“, European Journal of Marketing,
primåvara 1986, pp. 47-51.
29. Leonard Berry, „Big Ideas in Services Marketing“, Journal
of Consumer Marketing, primåvara 1986, pp. 47-51.
Vezi çi Walter E. Greene, Gary D. Walls çi Larry J.
Schrest, „Internal Marketing: The Key to External Marketing
Success“, Journal of Services Marketing 8, no. 4
(1994): pp. 5-13; John R. Hauser, Duncan I. Simester çi
Birger Wernerfelt, „Internal Customers and Internal
Suppliers”, Journal of Marketing Research, august 1996,
pp. 269-80; Jagdip Singh, „Performance Productivity
and Quality of Frontline Employees in Service Organizations“,
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30. „What Makes Singapore a Service Champion?“,
Strategic Direction, aprilie 2003, pp. 26-28.
31. Christian Gronroos, „A Service Quality Model”, pp.
38-39; Michael D. Hartline, James G. Maxham III çi
Daryl O. McKee, „Corridors of Influence in the Dissemination
of Customer-Oriented Strategy to Customer
Contact Service Employees“, Journal of Marketing,
aprilie 2000, pp. 35-50.
32. Nilly Landau, „Are You Being Served?“, International
Business, martie 1995, pp. 38-40.
33. Philip Kotler çi Paul N. Bloom, Marketing Professional
Services (Upper Saddle River, NJ: Prentice Hall, 1984).
34. Kotler çi Bloom, Marketing Professional Services.
35. Glenn B. Voss, A. Parasuraman çi Dhruv Grewal, „The
Role of Price, Performance, and Expectations in
Determining Satisfaction in Service Exchanges“,
Journal of Marketing 62, octombrie 1998, pp. 46-61.
36. www.ritzcarlton.com.
37. A Parasuraman, Valarie A. Zeithaml çi Leonard L. Berry,
„A Conceptual Model of Service Quality and Its
Implications for Future Research“, Journal of Marketing,
toamna 1985, pp. 41-50. Vezi çi Susan J. Devlin çi H. K.
Dong, „Service Quality from the Customers’ Perspective“,
Marketing Research: A Magazine of Management
& Applications, iarna 1994, pp. 4-13; Michael C. Brady çi
J. Joseph Cronin Jr., „Some New Thoughts on Conceptualizing
Perceived Service Quality“, Journal of Marketing
65, iulie 2001, pp. 34-49.