Almquist, E., Senior, J., & Bloch, N. (2016). The elements of value. Harvard Business Review. Harvard Business Review, 94(9). http://ezproxy.lib.gla.ac.uk/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=117516203&site=ehost-live
Berry, L. L. (2000). Cultivating Service Brand Equity. Journal of the Academy of Marketing Science, 28(1), 128–137. https://doi.org/10.1177/0092070300281012
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). https://doi.org/10.5465/AMP.2006.20591004
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). https://doi.org/10.1108/09564239710185398
Bitner, M. J., Brown, S. W., and Meuter, M. L. (2000a). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1). https://doi.org/10.1177/0092070300281013
Bitner, M, J., Ostrom, A. L., & Morgan, F. N. (2008). Service Blueprinting: A Practical Technique for Service Innovation. California Management Review, 50(3), 66–94. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=32129010&site=ehost-live
Chatzipanagiotou, K., Veloutsou, C., & Christodoulides, G. (2016). Decoding the complexity of the consumer-based brand equity process. Journal of Business Research, 69(11), 5479–5486. https://doi.org/10.1016/j.jbusres.2016.04.159
Collier, J. E., and Kimes, S. E. (n.d.-a). Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation. Journal of Service Research. https://doi.org/10.1177/1094670512458454
Devlin, J. (2003). Brand Architecture in Services: The Example of Retail Financial Services. Journal of Marketing Management, 19(9–10), 1043–1065. https://doi.org/10.1080/0267257X.2003.9728250
Driver, C., & Johnston, R. (2001). Understanding Service Customers. Journal of Service Research, 4(2), 130–139. https://doi.org/10.1177/109467050142005
Foxall, G., & Wells, V. (Eds.). (2012). Handbook of developments in consumer behaviour. http://ezproxy.lib.gla.ac.uk/login?url=https://www.elgaronline.com/view/9781849802444.xml
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). https://doi.org/10.1016/j.emj.2007.08.005
Gounaris, S., Vassilikopoulou, A., & Chatzipanagiotou, K. C. (2010). Internal‐market orientation: a misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), 1667–1699. https://doi.org/10.1108/03090561011079837
Grönroos, C. (1994). From Marketing Mix to Relationship Marketing. Management Decision, 32(2), 4–20. https://doi.org/10.1108/00251749410054774
Grönroos, C. (1996). Relationship marketing: strategic and tactical implications. Management Decision, 34(3), 5–14. https://doi.org/10.1108/00251749610113613
Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: an empirical investigation. European Journal of Marketing, 42(3/4), 390–422. https://doi.org/10.1108/03090560810852995
Heinonen, K. (2011). Consumer activity in social media: Managerial approaches to consumers’ social media behavior. Journal of Consumer Behaviour, 10(6), 356–364. https://doi.org/10.1002/cb.376
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. and Schlesinger, L. A. (2008a). Putting the service-profit chain to work. Harvard Business Review, 86(7–8).
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), 33–47. https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/41304272
Keith MacMillan, , Kevin Money, Arthur Money, Steve Downing. (n.d.). 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. https://ezproxy.lib.gla.ac.uk/login?url=https://www.sciencedirect.com/science/article/pii/S0148296303002005
Langeard, E., Bateson, J. E., Lovelock, C. H., & Eiglier, P. (n.d.). Marketing of services: New insights from consumers and managers. 81–104. https://www.msi.org/reports/services-marketing-new-insights-from-consumers-and-managers/
Little, Edward, 1967-. (2003). Relationship marketing management. Thomson Learning.
Lovelock, C. H., & Wirtz, J. (2011a). Services marketing: people, technology, strategy (7th ed., Global ed). Pearson.
Lovelock, C. H., & Wirtz, J. (2011b). Services marketing: people, technology, strategy (7th ed., Global ed). Pearson.
Lovelock, C. H., & Wirtz, J. (2011c). Services marketing: people, technology, strategy (7th ed., Global ed). Pearson.
Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., & SpringerLink (Online service). (2010). Handbook of service science [Electronic resource]. Springer. http://ezproxy.lib.gla.ac.uk/login?url=http://dx.doi.org/10.1007/978-1-4419-1628-0
Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr. (1994). Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing, 58(4), 95–106. https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/1251919
Matthing, J., Sandén, B., & Edvardsson, B. (2004). New service development: learning from and with customers. International Journal of Service Industry Management, 15(5), 479–498. https://doi.org/10.1108/09564230410564948
Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. (2000b). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3). https://doi.org/10.1509/jmkg.64.3.50.18024
Reinders, M. J., Dabholkar, P. A., and Frambach, R. T. (2008b). Consequences of forcing consumers to use technology-based self-service. Journal of Service Research, 11(2). https://doi.org/10.1177/1094670508324297
Robert M. Morgan and Shelby D. Hunt. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20–38. https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/1252308
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), 136–153. https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/30162119
Rosenbaum, M. S., Otalora, M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143–150. https://doi.org/10.1016/j.bushor.2016.09.010
Rowley, J. (2006). An analysis of the e‐service literature: towards a research agenda. Internet Research, 16(3), 339–359. https://doi.org/10.1108/10662240610673736
Ruiz-Mafe, C., Chatzipanagiotou, K. and Curras-Perez, R. (n.d.-b). The role of emotions and conflicting online reviews on consumers’ purchase intentions. Journal of Business Research, 89. https://doi.org/10.1016/j.jbusres.2018.01.027
Sheth, J. N., & Parvatlyar, A. (1995). Relationship Marketing in Consumer Markets: Antecedents and Consequences. Journal of the Academy of Marketing Science, 23(4), 255–271. https://doi.org/10.1177/009207039502300405
Shostack, G. L. (1977). Breaking Free from Product Marketing. Journal of Marketing, 41(2). https://doi.org/10.2307/1250637
Shostack, G. Lynn. (1984). Designing services that deliver. Harvard Business Review, 62(1), 133–139.
Stephen, A. T., & 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), 624–639. https://doi.org/10.1509/jmr.09.0401
Valos, M. J., Haji Habibi, F., Casidy, R., Driesener, C. B., & Maplestone, V. L. (2016). Exploring the integration of social media within integrated marketing communication frameworks. Marketing Intelligence & Planning, 34(1), 19–40. https://doi.org/10.1108/MIP-09-2014-0169
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). https://doi.org/10.1016/j.jretai.2008.11.001
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). https://doi.org/10.1177/1094670512473200
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016a). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016b). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016c). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016d). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016e). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education.
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016a). Services marketing: integrating customer focus across the firm (3rd European edition). McGraw-Hill Education.
Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016b). Services marketing: integrating customer focus across the firm (Third European edition). McGraw-Hill Education. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780077169329
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 21(1), 1–12. https://doi.org/10.1177/0092070393211001