[1]
Almquist, E. et al. 2016. The elements of value. Harvard Business Review. Harvard Business Review. 94, 9 (Sep. 2016).
[2]
Berry, L. L., Wall, E. A., and Carbone, L. P. 2006. Service clues and customer assessment of the service experience: Lessons from marketing. Academy of Management Perspectives. 20, 2 (May 2006). DOI:https://doi.org/10.5465/AMP.2006.20591004.
[3]
Berry, L.L. 2000. Cultivating Service Brand Equity. Journal of the Academy of Marketing Science. 28, 1 (Jan. 2000), 128–137. DOI:https://doi.org/10.1177/0092070300281012.
[4]
Bitner, M., Faranda, W. T., Hubbert, A. R., and Zeithaml, V. A. 1997. Customer contributions and roles in service delivery. International journal of service industry management. 8, 3 (Aug. 1997). DOI:https://doi.org/10.1108/09564239710185398.
[5]
Bitner, M. J., Brown, S. W., and Meuter, M. L. 2000. Technology infusion in service encounters. Journal of the Academy of Marketing Science. 28, 1 (Dec. 2000). DOI:https://doi.org/10.1177/0092070300281013.
[6]
Bitner, M, J., Ostrom, A. L., & Morgan, F. N. 2008. Service Blueprinting: A Practical Technique for Service Innovation. California Management Review. 50, 3 (2008), 66–94.
[7]
Chatzipanagiotou, K. et al. 2016. Decoding the complexity of the consumer-based brand equity process. Journal of Business Research. 69, 11 (Nov. 2016), 5479–5486. DOI:https://doi.org/10.1016/j.jbusres.2016.04.159.
[8]
Collier, J. E., and Kimes, S. E. Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation. Journal of Service Research. DOI:https://doi.org/10.1177/1094670512458454.
[9]
Devlin, J. 2003. Brand Architecture in Services: The Example of Retail Financial Services. Journal of Marketing Management. 19, 9–10 (Nov. 2003), 1043–1065. DOI:https://doi.org/10.1080/0267257X.2003.9728250.
[10]
Driver, C. and Johnston, R. 2001. Understanding Service Customers. Journal of Service Research. 4, 2 (Nov. 2001), 130–139. DOI:https://doi.org/10.1177/109467050142005.
[11]
Foxall, G. and Wells, V. eds. 2012. Handbook of developments in consumer behaviour.
[12]
Gentile, C., Spiller, N., and Noci, G. 2007. How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European management journal. 25, 5 (2007). DOI:https://doi.org/10.1016/j.emj.2007.08.005.
[13]
Gounaris, S. et al. 2010. Internal‐market orientation: a misconceived aspect of marketing theory. European Journal of Marketing. 44, 11/12 (Nov. 2010), 1667–1699. DOI:https://doi.org/10.1108/03090561011079837.
[14]
Grönroos, C. 1994. From Marketing Mix to Relationship Marketing. Management Decision. 32, 2 (Mar. 1994), 4–20. DOI:https://doi.org/10.1108/00251749410054774.
[15]
Grönroos, C. 1996. Relationship marketing: strategic and tactical implications. Management Decision. 34, 3 (Apr. 1996), 5–14. DOI:https://doi.org/10.1108/00251749610113613.
[16]
Harris, L.C. and Ezeh, C. 2008. Servicescape and loyalty intentions: an empirical investigation. European Journal of Marketing. 42, 3/4 (Apr. 2008), 390–422. DOI:https://doi.org/10.1108/03090560810852995.
[17]
Heinonen, K. 2011. Consumer activity in social media: Managerial approaches to consumers’ social media behavior. Journal of Consumer Behaviour. 10, 6 (Nov. 2011), 356–364. DOI:https://doi.org/10.1002/cb.376.
[18]
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. and Schlesinger, L. A. 2008. Putting the service-profit chain to work. Harvard Business Review. 86, 7–8 (Jul. 2008).
[19]
K. Douglas Hoffman and L. W. Turley 2002. Atmospherics, service encounters and consumer decision making: an integrative perspective. Journal of Marketing Theory and Practice. 10, 3 (2002), 33–47.
[20]
Keith MacMillan, , Kevin Money, Arthur Money, Steve Downing Relationship marketing in the not-for-profit sector: an extension and application of the commitment–trust theory. Journal of Business Research. 58, 6, 806–818.
[21]
Langeard, E. et al. Marketing of services: New insights from consumers and managers. 81–104.
[22]
Little, Edward, 1967- 2003. Relationship marketing management. Thomson Learning.
[23]
Lovelock, C.H. and Wirtz, J. 2011. Services marketing: people, technology, strategy. Pearson.
[24]
Lovelock, C.H. and Wirtz, J. 2011. Services marketing: people, technology, strategy. Pearson.
[25]
Lovelock, C.H. and Wirtz, J. 2011. Services marketing: people, technology, strategy. Pearson.
[26]
Maglio, P.P. et al. 2010. Handbook of service science. Springer.
[27]
Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr 1994. Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing. 58, 4 (1994), 95–106.
[28]
Matthing, J. et al. 2004. New service development: learning from and with customers. International Journal of Service Industry Management. 15, 5 (Dec. 2004), 479–498. DOI:https://doi.org/10.1108/09564230410564948.
[29]
Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. 2000. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing. 64, 3 (2000). DOI:https://doi.org/10.1509/jmkg.64.3.50.18024.
[30]
Reinders, M. J., Dabholkar, P. A., and Frambach, R. T. 2008. Consequences of forcing consumers to use technology-based self-service. Journal of Service Research. 11, 2 (2008). DOI:https://doi.org/10.1177/1094670508324297.
[31]
Robert M. Morgan and Shelby D. Hunt 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing. 58, 3 (1994), 20–38.
[32]
Robert W. Palmatier, Rajiv P. Dant, Dhruv Grewal and Kenneth R. Evans 2006. Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing. 70, 4 (2006), 136–153.
[33]
Rosenbaum, M.S. et al. 2017. How to create a realistic customer journey map. Business Horizons. 60, 1 (Jan. 2017), 143–150. DOI:https://doi.org/10.1016/j.bushor.2016.09.010.
[34]
Rowley, J. 2006. An analysis of the e‐service literature: towards a research agenda. Internet Research. 16, 3 (May 2006), 339–359. DOI:https://doi.org/10.1108/10662240610673736.
[35]
Ruiz-Mafe, C., Chatzipanagiotou, K. and Curras-Perez, R. The role of emotions and conflicting online reviews on consumers’ purchase intentions. Journal of Business Research. 89. DOI:https://doi.org/10.1016/j.jbusres.2018.01.027.
[36]
Sheth, J.N. and Parvatlyar, A. 1995. Relationship Marketing in Consumer Markets: Antecedents and Consequences. Journal of the Academy of Marketing Science. 23, 4 (Sep. 1995), 255–271. DOI:https://doi.org/10.1177/009207039502300405.
[37]
Shostack, G. Lynn 1984. Designing services that deliver. Harvard Business Review. 62, 1 (1984), 133–139.
[38]
Shostack, G.L. 1977. Breaking Free from Product Marketing. Journal of Marketing. 41, 2 (Apr. 1977). DOI:https://doi.org/10.2307/1250637.
[39]
Stephen, A.T. and Galak, J. 2012. The Effects of Traditional and Social Earned Media on Sales: A Study of a Microlending Marketplace. Journal of Marketing Research. 49, 5 (Oct. 2012), 624–639. DOI:https://doi.org/10.1509/jmr.09.0401.
[40]
Valos, M.J. et al. 2016. Exploring the integration of social media within integrated marketing communication frameworks. Marketing Intelligence & Planning. 34, 1 (Feb. 2016), 19–40. DOI:https://doi.org/10.1108/MIP-09-2014-0169.
[41]
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M. and Schlesinger, L. A. 2009. Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing. 85, 1 (2009). DOI:https://doi.org/10.1016/j.jretai.2008.11.001.
[42]
Wang, C., Harris, J., & Patterson, P. 2013. The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies: A longitudinal study. Journal of Service Research. 16, 3 (Aug. 2013). DOI:https://doi.org/10.1177/1094670512473200.
[43]
Wilson, A. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[44]
Wilson, A. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[45]
Wilson, A.M. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[46]
Wilson, A.M. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[47]
Wilson, A.M. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[48]
Wilson, A.M. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[49]
Wilson, A.M. et al. 2016. Services marketing: integrating customer focus across the firm. McGraw-Hill Education.
[50]
Zeithaml, V.A. et al. 1993. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science. 21, 1 (Jan. 1993), 1–12. DOI:https://doi.org/10.1177/0092070393211001.
