Service Marketing

VOLUME ONE: THE DEVELOPMENT OF IDEAS FOR THE MARKETING OF SERVICES What is Meant by Services? - J.M. Rathmell The Marketing of Services: An Approach - K.J. Blois Breaking Free from Product Marketing - Shostack, G.L. A Service-Orientated Approach to Marketing of Services - C.A. Groenroos Look to Customers to Increase Productivity - C.H. Lovelock and R.F. Young A Paradigm for Developing Better Measures of Marketing Constructs - G.A. Churchill, Jr. Growth Strategies for Service Firms - J.M. Carman and E. Langeard A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions - R.L. Oliver The Customer Contact Approach to Services: Theoretical bases and practical extensions - R.B. Chase The Experiential Aspects of Consumption: Consumer fantasies, feelings and fun - M.B. Holbrook and E.C. Hirschman Classifying Services to Gain Strategic Marketing Insights - C.H. Lovelock A Service Quality Model and its Marketing Implications - C.A. Groenroos Designing Services That Deliver - G.L. Shostack A Conceptual Model of Service Quality and Its Implications for Future Research - A. Parasuraman, V.A. Zeithaml and L.L Berry Self-service Consumer: An exploratory study - J.E.G. Bateson A Role Theory Perspective on Dyadic Interactions: The service encounter - M.R. Solomon, C. Surprenant, J.A. Czepiel and E.G. Gutman Students are Important Consumers: Assessing satisfaction in a higher education context - J.S. Conant, J.J. Brown and M.P. Mokwa Customers as Human Resources in Service Organizations - D.E. Bowen The New Marketing-Developing Long-Term Interactive Relationships - E. Gummesson The Development and Emergence of Services Marketing Thought - S.W. Brown, R.P. Fisk and M.J. Bitner The Future of Services Marketing: Forecasts from ten service experts - S.J. Grove, R.P. Fisk and J. John VOLUME TWO: THE CREATION OF THE SUB-DISCIPLINE OF SERVICES MARKETING Service Positioning Through Structural Change - G.L. Shostack SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality - A. Parasuraman, V.A. Zeithaml and L.L. Berry Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence - V.A. Zeithaml Compatibility Management: Customer-to-Customer Relationships in Service Environments - C.L. Martin and C.A. Pranter The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - M.J. Bitner, B.H. Booms and M.S. Tetreault Defining and Measuring the Quality of Customer Service - B.R. Lewis and V.W. Mitchell The Profitable Art of Service Recovery - C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr. Technology, Design and Service Quality - J. Kingman-Brundage Servicescapes: The impact of physical surroundings on customers and employees - M.J. Bitner The Service Experience as Theater - S.J. Grove and R.P. Fisk The Empowerment of Service Workers: What, why, how and when - D.E. Bowen and E.E. Lawler Service Management: An Evaluation and the Future - E. Gummesson The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management - M. Rafiq and P.K. Ahmed The Commitment-Trust Theory of Relationship Marketing - R.M. Morgan and S.D. Hunt Customer Loyalty: Toward an integrated conceptual framework - A.S. Dick and K. Basu Putting the Service-Profit Chain to Work - J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm - C.A. Groenroos The Importance of Servicescapes in Leisure Service Settings - K.L. Wakefield and J.G. Blodgett Unacquainted Influencers: When strangers interact in the retail setting - M.A. McGrath and C. Otnes Customers as Oral Participants in a Service Setting - K. Harris, S. Baron and J. Ratcliffe SERVQUAL: Review, Critique, Research Agenda - F. Buttle VOLUME THREE: A FOCUS ON CUSTOMER EXPERIENCE AND THE CHANGING ROLES OF CUSTOMERS AND CONSUMERS Welcome to the Experience Economy - B.J. Pine II and J.H. Gilmore Service Recovery Strategies for Single and Double Deviation Scenarios - R. Johnston and A. Fern Self-Service Technologies: Understanding customer satisfaction with technology-based service encounters - M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner Developing an eService Strategy - C. Voss Retail Theater : The intended effect of the performance - S. Baron, K. Harris and R. Harris Being in the Zone: Staging retail theater at ESPN zone Chicago - J.F. Sherry Jr., R.V. Kozinets, D. Storm, A. Duhachek, K. Nuttavuthisit and B. DeBerry-Spence Customer Equity Management: Charting new directions for the future of marketing - J.E. Hogan, K.N. Lemon and R.T. Rust Exploring Service Sabotage: The antecedents, types and consequences of frontline - L.C. Harris and E. Ogbonna The Consequences of Dysfunctional Customer Behavior - L.C. Harris and K.L. Reynolds The Professional Service Encounter in the Age of the Internet: An exploratory study - G. Hogg, A. Laing and D. Winkelman Revisiting Consumption Experience: A more humble but complete view of the concept - A. Caru and B. Cova Toward an Integrative Approach to Designing Service Experiences: Lessons learned from the theatre - F.I. Stuart and S. Tax Internal Market Orientation: Construct and Consequences - I.N. Lings Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives - C. Lovelock and E. Gummesson E-S-QUAL: A multiple item scale for assessing electronic service quality - A. Parasuraman, V.A. Zeithaml and A. Malhotra Experience Marketing: A review and reassessment - C. Tynan and S. McKechnie VOLUME FOUR: TOWARDS A UNIFYING MARKETING APPROACH THROUGH SERVICE Evolving to a New Dominant Logic for Marketing - S.L. Vargo and R.F. Lusch Co-Creating Unique Value with Customers - C.K. Prahalad and V. Ramaswamy The Four Service Marketing Myths - S.L. Vargo and R.F. Lusch A Research Manifesto for Services Science - H. Chesbrough and J. Spohrer Service-Dominant Logic: Reactions, reflections and refinements - R.F. Lusch and S.L. Vargo The Effect of Service Evaluations on Behavioral Intentions and Quality of Life - T.S. Dagger and J.S. Sweeney Toward a Cultural Resource-Based Theory of the Customer - E.J. Arnould, L.L. Price and A. Malshe Are We Nearly There Yet? On the Retro-Dominant Logic of Marketing - S. Brown Beyond the Call of Duty: Why customers contribute to firm-hosted online communities - C. Wiertz and K. de Ruyter Social Network Sites: Definition, history and scholarship - D.M. Boyd and N.B. Ellison Service-Dominant Logic: Continuing the evolution - S.L. Vargo and R.F. Lusch Consumers as Resource Integrators - S. Baron and K. Harris The Service-Dominant Logic and the Future of Marketing - D. Ballantyne and R.J. Varey Designing Multi-Interface Service Experiences - L. Patricio, R.P. Fisk and J. Falcao e Cunha Return on Community for Consumers and Service Establishments - M. Rosenbaum Harry Potter and the Service-Dominant Logic of Marketing: A cautionary tale - S. Brown and A. Patterson Demystifying Intercultural Service Encounters: Toward a comprehensive conceptual framework - P. Sharma, J.L.M Tam and N. Kim The Global Crisis and the Marketing Scholar - E. Gummesson Working Consumers: The next step in marketing theory? - B. Cova and D. Dalli Moving Forward and Making a Difference: Research priorities for the science of service - A. Ostrom et al