@article{2016, title={The elements of value. Harvard Business Review}, volume={94}, url={http://ezproxy.lib.gla.ac.uk/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=117516203&site=ehost-live}, number={9}, journal={Harvard Business Review}, author={Almquist, E. and Senior, J. and Bloch, N.}, year={2016}, month={Sep} }
@article{Berry_2000, title={Cultivating Service Brand Equity}, volume={28}, DOI={10.1177/0092070300281012}, number={1}, journal={Journal of the Academy of Marketing Science}, author={Berry, L. L.}, year={2000}, month={Jan}, pages={128–137} }
@article{2006, title={Service clues and customer assessment of the service experience: Lessons from marketing.}, volume={20}, DOI={10.5465/AMP.2006.20591004}, number={2}, journal={Academy of Management Perspectives}, author={Berry, L. L., Wall, E. A., and Carbone, L. P.}, year={2006}, month={May} }
@article{1997, title={Customer contributions and roles in service delivery.}, volume={8}, DOI={10.1108/09564239710185398}, number={3}, journal={International journal of service industry management}, author={Bitner, M., Faranda, W. T., Hubbert, A. R., and Zeithaml, V. A.}, year={1997}, month={Aug} }
@article{2000a, title={Technology infusion in service encounters}, volume={28}, DOI={10.1177/0092070300281013}, number={1}, journal={Journal of the Academy of Marketing Science}, author={Bitner, M. J., Brown, S. W., and Meuter, M. L.}, year={2000}, month={Dec} }
@article{Bitner, M, J., Ostrom, A. L., & Morgan, F. N._2008, title={Service Blueprinting: A Practical Technique for Service Innovation}, volume={50}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=32129010&site=ehost-live}, number={3}, journal={California Management Review}, author={Bitner, M, J., Ostrom, A. L., & Morgan, F. N.}, year={2008}, pages={66–94} }
@article{Chatzipanagiotou_Veloutsou_Christodoulides_2016, title={Decoding the complexity of the consumer-based brand equity process}, volume={69}, DOI={10.1016/j.jbusres.2016.04.159}, number={11}, journal={Journal of Business Research}, author={Chatzipanagiotou, Kalliopi and Veloutsou, Cleopatra and Christodoulides, George}, year={2016}, month={Nov}, pages={5479–5486} }
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@article{2007, title={How to sustain the customer experience:: An overview of experience components that co-create value with the customer}, volume={25}, DOI={10.1016/j.emj.2007.08.005}, number={5}, journal={European management journal}, author={Gentile, C., Spiller, N., and Noci, G.}, year={2007} }
@article{Gounaris_Vassilikopoulou_Chatzipanagiotou_2010, title={Internal‐market orientation: a misconceived aspect of marketing theory}, volume={44}, DOI={10.1108/03090561011079837}, number={11/12}, journal={European Journal of Marketing}, author={Gounaris, Spiros and Vassilikopoulou, Aikaterini and Chatzipanagiotou, Kalliopi C.}, year={2010}, month={Nov}, pages={1667–1699} }
@article{Grönroos_1994, title={From Marketing Mix to Relationship Marketing}, volume={32}, DOI={10.1108/00251749410054774}, number={2}, journal={Management Decision}, author={Grönroos, Christian}, year={1994}, month={Mar}, pages={4–20} }
@article{Grönroos_1996, title={Relationship marketing: strategic and tactical implications}, volume={34}, DOI={10.1108/00251749610113613}, number={3}, journal={Management Decision}, author={Grönroos, Christian}, year={1996}, month={Apr}, pages={5–14} }
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@article{K. Douglas Hoffman and L. W. Turley_2002, title={Atmospherics, service encounters and consumer decision making: an integrative perspective}, volume={10}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/41304272}, number={3}, journal={Journal of Marketing Theory and Practice}, author={K. Douglas Hoffman and L. W. Turley}, year={2002}, pages={33–47} }
@article{Keith MacMillan, , Kevin Money, Arthur Money, Steve Downing, title={Relationship marketing in the not-for-profit sector: an extension and application of the commitment–trust theory}, volume={58}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://www.sciencedirect.com/science/article/pii/S0148296303002005}, number={6}, journal={Journal of Business Research}, author={Keith MacMillan, , Kevin Money, Arthur Money, Steve Downing}, pages={806–818} }
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@book{Little, Edward_2003, address={London}, title={Relationship marketing management}, publisher={Thomson Learning}, author={Little, Edward, 1967-}, year={2003} }
@book{Lovelock_Wirtz_2011a, address={Boston, [Mass.]}, edition={7th ed., Global ed}, title={Services marketing: people, technology, strategy}, publisher={Pearson}, author={Lovelock, Christopher H. and Wirtz, Jochen}, year={2011} }
@book{Lovelock_Wirtz_2011b, address={Boston, [Mass.]}, edition={7th ed., Global ed}, title={Services marketing: people, technology, strategy}, publisher={Pearson}, author={Lovelock, Christopher H. and Wirtz, Jochen}, year={2011} }
@book{Lovelock_Wirtz_2011c, address={Boston, [Mass.]}, edition={7th ed., Global ed}, title={Services marketing: people, technology, strategy}, publisher={Pearson}, author={Lovelock, Christopher H. and Wirtz, Jochen}, year={2011} }
@book{Maglio_Kieliszewski_Spohrer_SpringerLink (Online service)_2010, address={New York}, title={Handbook of service science}, url={http://ezproxy.lib.gla.ac.uk/login?url=http://dx.doi.org/10.1007/978-1-4419-1628-0}, publisher={Springer}, author={Maglio, Paul P. and Kieliszewski, Cheryl A. and Spohrer, James C. and SpringerLink (Online service)}, year={2010} }
@article{Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr_1994, title={Critical Service Encounters: The Employee’s Viewpoint}, volume={58}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/1251919}, number={4}, journal={Journal of Marketing}, author={Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr}, year={1994}, pages={95–106} }
@article{Matthing_Sandén_Edvardsson_2004, title={New service development: learning from and with customers}, volume={15}, DOI={10.1108/09564230410564948}, number={5}, journal={International Journal of Service Industry Management}, author={Matthing, Jonas and Sandén, Bodil and Edvardsson, Bo}, year={2004}, month={Dec}, pages={479–498} }
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@article{Robert M. Morgan and Shelby D. Hunt_1994, title={The Commitment-Trust Theory of Relationship Marketing}, volume={58}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/1252308}, number={3}, journal={Journal of Marketing}, author={Robert M. Morgan and Shelby D. Hunt}, year={1994}, pages={20–38} }
@article{Robert W. Palmatier, Rajiv P. Dant, Dhruv Grewal and Kenneth R. Evans_2006, title={Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis}, volume={70}, url={https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/30162119}, number={4}, journal={Journal of Marketing}, author={Robert W. Palmatier, Rajiv P. Dant, Dhruv Grewal and Kenneth R. Evans}, year={2006}, pages={136–153} }
@article{Rosenbaum_Otalora_Ramírez_2017, title={How to create a realistic customer journey map}, volume={60}, DOI={10.1016/j.bushor.2016.09.010}, number={1}, journal={Business Horizons}, author={Rosenbaum, Mark S. and Otalora, Mauricio Losada and Ramírez, Germán Contreras}, year={2017}, month={Jan}, pages={143–150} }
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@article{ title={The role of emotions and conflicting online reviews on consumers’ purchase intentions}, volume={89}, DOI={10.1016/j.jbusres.2018.01.027}, journal={Journal of Business Research}, author={Ruiz-Mafe, C., Chatzipanagiotou, K. and Curras-Perez, R.} }
@article{Sheth_Parvatlyar_1995, title={Relationship Marketing in Consumer Markets: Antecedents and Consequences}, volume={23}, DOI={10.1177/009207039502300405}, number={4}, journal={Journal of the Academy of Marketing Science}, author={Sheth, J. N. and Parvatlyar, A.}, year={1995}, month={Sep}, pages={255–271} }
@article{Shostack_1977, title={Breaking Free from Product Marketing}, volume={41}, DOI={10.2307/1250637}, number={2}, journal={Journal of Marketing}, author={Shostack, G. Lynn}, year={1977}, month={Apr} }
@article{Shostack, G. Lynn_1984, title={Designing services that deliver}, volume={62}, number={1}, journal={Harvard Business Review}, author={Shostack, G. Lynn}, year={1984}, pages={133–139} }
@article{Stephen_Galak_2012, title={The Effects of Traditional and Social Earned Media on Sales: A Study of a Microlending Marketplace}, volume={49}, DOI={10.1509/jmr.09.0401}, number={5}, journal={Journal of Marketing Research}, author={Stephen, Andrew T. and Galak, Jeff}, year={2012}, month={Oct}, pages={624–639} }
@article{Valos_Haji Habibi_Casidy_Driesener_Maplestone_2016, title={Exploring the integration of social media within integrated marketing communication frameworks}, volume={34}, DOI={10.1108/MIP-09-2014-0169}, number={1}, journal={Marketing Intelligence & Planning}, author={Valos, Michael John and Haji Habibi, Fatemeh and Casidy, Riza and Driesener, Carl Barrie and Maplestone, Vanya Louise}, year={2016}, month={Feb}, pages={19–40} }
@article{2009, title={Customer experience creation: Determinants, dynamics and management strategies}, volume={85}, DOI={10.1016/j.jretai.2008.11.001}, number={1}, journal={Journal of Retailing}, author={Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M. and Schlesinger, L. A.}, year={2009} }
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@book{Wilson_Zeithaml_Bitner_Gremler_2016a, address={London}, edition={3rd European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016b, address={New York}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, url={https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780077169329}, publisher={McGraw-Hill Education}, author={Wilson, Alan and Zeithaml, Valarie and Bitner, Mary Jo and Gremler, Dwayne}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016c, address={Berkshire}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan M. and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016d, address={Berkshire}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan M. and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016e, address={Berkshire}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan M. and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016f, address={Berkshire}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan M. and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@book{Wilson_Zeithaml_Bitner_Gremler_2016g, address={Berkshire}, edition={Third European edition}, title={Services marketing: integrating customer focus across the firm}, publisher={McGraw-Hill Education}, author={Wilson, Alan M. and Zeithaml, Valarie A. and Bitner, Mary Jo and Gremler, Dwayne D.}, year={2016} }
@article{Zeithaml_Berry_Parasuraman_1993, title={The Nature and Determinants of Customer Expectations of Service}, volume={21}, DOI={10.1177/0092070393211001}, number={1}, journal={Journal of the Academy of Marketing Science}, author={Zeithaml, V. A. and Berry, L. L. and Parasuraman, A.}, year={1993}, month={Jan}, pages={1–12} }
@book{2012, title={Handbook of developments in consumer behaviour}, url={http://ezproxy.lib.gla.ac.uk/login?url=https://www.elgaronline.com/view/9781849802444.xml}, year={2012} }
