Bibliography for Services Marketing BETA

Almquist, E., Senior, J. and Bloch, N. (2016) ‘The elements of value. Harvard Business Review’, Harvard Business Review, 94(9). Available at: 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., 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). Available at: https://doi.org/10.5465/AMP.2006.20591004.

Berry, L.L. (2000) ‘Cultivating Service Brand Equity’, Journal of the Academy of Marketing Science, 28(1), pp. 128–137. Available at: https://doi.org/10.1177/0092070300281012.

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). Available at: https://doi.org/10.1108/09564239710185398.

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). Available at: 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), pp. 66–94. Available at: 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. and Christodoulides, G. (2016) ‘Decoding the complexity of the consumer-based brand equity process’, Journal of Business Research, 69(11), pp. 5479–5486. Available at: https://doi.org/10.1016/j.jbusres.2016.04.159.

Collier, J. E., and Kimes, S. E. (no date) ‘Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation.’, Journal of Service Research [Preprint]. Available at: 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), pp. 1043–1065. Available at: https://doi.org/10.1080/0267257X.2003.9728250.

Driver, C. and Johnston, R. (2001) ‘Understanding Service Customers’, Journal of Service Research, 4(2), pp. 130–139. Available at: https://doi.org/10.1177/109467050142005.

Foxall, G. and Wells, V. (eds) (2012) Handbook of developments in consumer behaviour. Available at: 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). Available at: https://doi.org/10.1016/j.emj.2007.08.005.

Gounaris, S., Vassilikopoulou, A. and Chatzipanagiotou, K.C. (2010) ‘Internal‐market orientation: a misconceived aspect of marketing theory’, European Journal of Marketing, 44(11/12), pp. 1667–1699. Available at: https://doi.org/10.1108/03090561011079837.

Grönroos, C. (1994) ‘From Marketing Mix to Relationship Marketing’, Management Decision, 32(2), pp. 4–20. Available at: https://doi.org/10.1108/00251749410054774.

Grönroos, C. (1996) ‘Relationship marketing: strategic and tactical implications’, Management Decision, 34(3), pp. 5–14. Available at: https://doi.org/10.1108/00251749610113613.

Harris, L.C. and Ezeh, C. (2008) ‘Servicescape and loyalty intentions: an empirical investigation’, European Journal of Marketing, 42(3/4), pp. 390–422. Available at: 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), pp. 356–364. Available at: https://doi.org/10.1002/cb.376.

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).

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), pp. 33–47. Available at: https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/41304272.

Keith MacMillan, , Kevin Money, Arthur Money, Steve Downing (no date) ‘Relationship marketing in the not-for-profit sector: an extension and application of the commitment–trust theory’, Journal of Business Research, 58(6), pp. 806–818. Available at: https://ezproxy.lib.gla.ac.uk/login?url=https://www.sciencedirect.com/science/article/pii/S0148296303002005.

Langeard, E. et al. (no date) ‘Marketing of services: New insights from consumers and managers.’, pp. 81–104. Available at: https://www.msi.org/reports/services-marketing-new-insights-from-consumers-and-managers/.

Little, Edward, 1967- (2003) Relationship marketing management. London: Thomson Learning.

Lovelock, C.H. and Wirtz, J. (2011a) Services marketing: people, technology, strategy. 7th ed., Global ed. Boston, [Mass.]: Pearson.

Lovelock, C.H. and Wirtz, J. (2011b) Services marketing: people, technology, strategy. 7th ed., Global ed. Boston, [Mass.]: Pearson.

Lovelock, C.H. and Wirtz, J. (2011c) Services marketing: people, technology, strategy. 7th ed., Global ed. Boston, [Mass.]: Pearson.

Maglio, P.P. et al. (2010) Handbook of service science [electronic resource]. New York: Springer. Available at: 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), pp. 95–106. Available at: https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/1251919.

Matthing, J., Sandén, B. and Edvardsson, B. (2004) ‘New service development: learning from and with customers’, International Journal of Service Industry Management, 15(5), pp. 479–498. Available at: https://doi.org/10.1108/09564230410564948.

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). Available at: https://doi.org/10.1509/jmkg.64.3.50.18024.

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). Available at: 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), pp. 20–38. Available at: 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), pp. 136–153. Available at: https://ezproxy.lib.gla.ac.uk/login?url=https://www.jstor.org/stable/30162119.

Rosenbaum, M.S., Otalora, M.L. and Ramírez, G.C. (2017) ‘How to create a realistic customer journey map’, Business Horizons, 60(1), pp. 143–150. Available at: 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), pp. 339–359. Available at: https://doi.org/10.1108/10662240610673736.

Ruiz-Mafe, C., Chatzipanagiotou, K. and Curras-Perez, R. (no date) ‘The role of emotions and conflicting online reviews on consumers’ purchase intentions’, Journal of Business Research, 89. Available at: https://doi.org/10.1016/j.jbusres.2018.01.027.

Sheth, J.N. and Parvatlyar, A. (1995) ‘Relationship Marketing in Consumer Markets: Antecedents and Consequences’, Journal of the Academy of Marketing Science, 23(4), pp. 255–271. Available at: https://doi.org/10.1177/009207039502300405.

Shostack, G. Lynn (1984) ‘Designing services that deliver’, Harvard Business Review, 62(1), pp. 133–139.

Shostack, G.L. (1977) ‘Breaking Free from Product Marketing’, Journal of Marketing, 41(2). Available at: https://doi.org/10.2307/1250637.

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), pp. 624–639. Available at: https://doi.org/10.1509/jmr.09.0401.

Valos, M.J. et al. (2016) ‘Exploring the integration of social media within integrated marketing communication frameworks’, Marketing Intelligence & Planning, 34(1), pp. 19–40. Available at: 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). Available at: 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). Available at: https://doi.org/10.1177/1094670512473200.

Wilson, A., Zeithaml, V.A., et al. (2016) Services marketing: integrating customer focus across the firm. 3rd European edition. London: McGraw-Hill Education.

Wilson, A., Zeithaml, V., et al. (2016) Services marketing: integrating customer focus across the firm. Third European edition. New York: McGraw-Hill Education. Available at: https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780077169329.

Wilson, A.M., Zeithaml, V.A., et al. (2016a) Services marketing: integrating customer focus across the firm. Third European edition. Berkshire: McGraw-Hill Education.

Wilson, A.M., Zeithaml, V.A., et al. (2016b) Services marketing: integrating customer focus across the firm. Third European edition. Berkshire: McGraw-Hill Education.

Wilson, A.M., Zeithaml, V.A., et al. (2016c) Services marketing: integrating customer focus across the firm. Third European edition. Berkshire: McGraw-Hill Education.

Wilson, A.M., Zeithaml, V.A., et al. (2016d) Services marketing: integrating customer focus across the firm. Third European edition. Berkshire: McGraw-Hill Education.

Wilson, A.M., Zeithaml, V.A., et al. (2016e) Services marketing: integrating customer focus across the firm. Third European edition. Berkshire: McGraw-Hill Education.

Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993) ‘The Nature and Determinants of Customer Expectations of Service’, Journal of the Academy of Marketing Science, 21(1), pp. 1–12. Available at: https://doi.org/10.1177/0092070393211001.