Kotler - Keller - Managementul Marketingului

626 Partea a V-a > Formarea ofertei de piaÆå <
38. Leonard L. Berry çi A. Parasuraman, Marketing Services:
Competing Through Quality (New York: Free
Press, 1991), p. 16.
39. Parasuraman, Zeithaml çi Berry, „A Conceptual Model
of Service Quality and Its Implications for Future Research“,
pp. 41-50.
40. Alison Overholt, „Cuckoo for Customers“, Fast Company,
iunie 2004, pp. 86-87.
41. John Helyar, „At E*Trade, Growing Up Is Hard to Do“,
Fortune, 18 martie 2002, pp. 88-90.
42. James L. Heskett, W. Earl Sasser Jr. çi Christopher W.
L. Hart, Service Breakthroughs (New York: Free Press,
1990).
43. William C. Copacino, Supply Chain Management (Boca
Raton, FL: St. Lucie Press, 1997).
44. Leonard L. Berry, Kathleen Seiders çi Dhruv Grewal,
„Understanding Service Convenience“, Journal of
Marketing 66, iulie 2002, pp. 1-17.
45. Mary Jo Bitner, „Self-Service Technologies: What Do
Customers Expect?“, Marketing Management, primåvara
2001, pp. 10-11; Matthew L. Meuter, Amy L. Ostrom,
Robert J. Roundtree çi Mary Jo Bitner, „Self-Service
Technologies: Understanding Customer Satisfaction
with Technology Based Service Encounters“, Journal of
Marketing 64, iulie 2000, pp. 50-64.
46. John A. Martilla çi John C. James, „Importance-Performance
Analysis“, Journal of Marketing, ianuarie
1977, pp. 77-79.
47. Paradoxal, cercetarea a demonstrat cå acei clienÆi
care-çi schimbå furnizorii de servicii din cauza
insatisfacÆiei sunt înclinaÆi så manifeste niveluri înalte de
fidelitate faÆå de noua firmå furnizoare. Vezi Ganesh,
Arnold çi Reynolds, „Understanding the Customer Base
of Service Providers: An Examination of the Differences
between Switchers and Stayers“, pp. 65-87.
48. John Goodman, Technical Assistance Research
Program (TARP), U.S. Office of Consumer Affairs Study
on Complaint Handling in America, 1986; Albrecht çi
Zemke, Service America!; Berry çi Parasuraman,
Marketing Services; Roland T. Rust, Bala Subramanian
çi Mark Wells, „Making Complaints a Management
Tool“, Marketing Management 1, no. 3 (1992): pp.
41-45; Stephen S. Tax, Stephen W. Brown çi Murali
Chandrashekaran, „Customer Evaluations of Service
Complaint Experiences: Implications for Relationship
Marketing”, Journal of Marketing, april 1998, pp. 60-76.
49. Stephen S. Tax çi Stephen W. Brown, „Recovering and
Learning from Service Failure“, Sloan Management
Review, toamna 1998, pp. 75-88.
50. Robert Hiebeler, Thomas B. Kelly çi Charles Ketteman,
Best Practices: Building Your Business with Customer-Focused
Solutions (New York: Arthur Andersen/Simon
& Schuster, 1997), pp. 184-185.
51. Tax, Brown çi Chandrashekaran, „Customer Evaluations
of Service Complaint Experiences: Implications
for Relatonship Marketing“, pp. 60-76; Tax çi Brown,
„Recovering and Learning from Service Failures“, pp.
75-88.
52. James G. Maxham III çi Richard G. Netemeyer, „Firms
Reap What They Sow: The Effects of Shared Values
and Perceived Organizational Justice on Customers’
Evaluations of Complaint Handling“, Journal of Marketing
67, ianuarie 2003, pp. 42-62; Singh, „Performance
Productivity and Quality of Frontline Employees
in Service Organizations“, pp. 15-34; Barry J. Rabin çi
James S. Boles, „Employee Behavior in a Service
Environment: A Model and Test of Potential Differences
Between Men and Women“, Journal of Marketing 62,
aprilie 1998, pp. 77-91.
53. Dale Buss, „Success from the Ground Up“, Brandweek,
16 iunie 2003, pp. 21-22.
54. Hal F. Rosenbluth çi Diane McFerrin Peters, The Customer
Comes Second (New York: William Morrow, 1992).
55. Kirstin Downey Grimsley, „Service with a Forced Smile;
Safeway’s Courtesy Campaign Also Elicits Some
Frowns“, Washington Post, 18 octombrie 1998, p. A1;
Suzy Fox, „Emotional Value: Creating Strong Bonds
with Your Customers“, Personnel Psychology, 1 aprilie
2001, pp. 230-34.
56. Dean Foust, „Best Performers“, BusinessWeek, 5 aprilie
2004.
57. Carolyn Marconi çi Donna MacFarland, „Growth by
Marketing under the Radar“, prezentare fåcutå în cadrul
întrunirii „Pathways to Growth“ a Consiliului de Încredere,
Marketing Science Institute, 7 noiembrie 2002.
58. Heather Green, „A Cyber Revolt in Health Care“,
BusinessWeek, 19 octombrie 1998, pp. 154-156; Laura
Landro, „Health Groups Push ‘Information Therapy’ to
Help Treat Patients“, Wall Street Journal, 2 februarie
2001, p. B1.
59. Christopher Rowland, „The Pharmacists in Chains
Promote Personal Touch to Keep Edge Over Mail-Order
Firms“, Boston Globe, 10 decembrie 2003, p. D1.
60. www.statefarm.com.
61. Geoff Keighley, „The Phantasmagoria Factory“,
Business 2.0, februarie 2004, p. 102.
62. Milind M. Lele çi Uday S. Karmakar, „Good Product
Support Is Smart Marketing”, Harvard Business Review,
noiembrie-decembrie 1983, pp. 124-32.
63. Pentru cercetåri mai recente privind efectele întârzierilor
în servire asupra evaluårilor serviciului, vezi Shirley
Taylor, „Waiting for Service: The Relationship Between
Delays and Evaluations of Service“, Journal of Marketing,
aprilie 1994, pp. 56-69; Michael K. Hui çi David K.
Tse, „What to Tell Consumers in Waits of Different
Lengths: An Integrative Model of Service Evaluation“,
Journal of Marketing, aprilie 1996, pp. 81-90.