1.
Wilson, A., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
2.
Maglio, P. P., Kieliszewski, C. A., Spohrer, J. C., & SpringerLink (Online service). Handbook of service science. (Springer, 2010).
3.
Shostack, G. L. Breaking Free from Product Marketing. Journal of Marketing 41, (1977).
4.
Langeard, E., Bateson, J. E., Lovelock, C. H. & Eiglier, P. Marketing of services: New insights from consumers and managers. 81–104.
5.
Handbook of developments in consumer behaviour. (2012).
6.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
7.
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,.
8.
Gentile, C., Spiller, N., and Noci, G. How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European management journal 25, (2007).
9.
Rosenbaum, M. S., Otalora, M. L. & Ramírez, G. C. How to create a realistic customer journey map. Business Horizons 60, 143–150 (2017).
10.
Wilson, A., Zeithaml, V., Bitner, M. J. & Gremler, D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
11.
Berry, L. L., Wall, E. A., and Carbone, L. P. Service clues and customer assessment of the service experience: Lessons from marketing. Academy of Management Perspectives 20, (2006).
12.
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M. and Schlesinger, L. A. Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing 85, (2009).
13.
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science 21, 1–12 (1993).
14.
Driver, C. & Johnston, R. Understanding Service Customers. Journal of Service Research 4, 130–139 (2001).
15.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
16.
Little, Edward, 1967-. Relationship marketing management. (Thomson Learning, 2003).
17.
Sheth, J. N. & Parvatlyar, A. Relationship Marketing in Consumer Markets: Antecedents and Consequences. Journal of the Academy of Marketing Science 23, 255–271 (1995).
18.
Robert W. Palmatier, Rajiv P. Dant, Dhruv Grewal and Kenneth R. Evans. Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing 70, 136–153 (2006).
19.
Grönroos, C. Relationship marketing: strategic and tactical implications. Management Decision 34, 5–14 (1996).
20.
Grönroos, C. From Marketing Mix to Relationship Marketing. Management Decision 32, 4–20 (1994).
21.
Robert M. Morgan and Shelby D. Hunt. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing 58, 20–38 (1994).
22.
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, 806–818.
23.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
24.
Lovelock, C. H. & Wirtz, J. Services marketing: people, technology, strategy. (Pearson, 2011).
25.
Devlin, J. Brand Architecture in Services: The Example of Retail Financial Services. Journal of Marketing Management 19, 1043–1065 (2003).
26.
Almquist, E., Senior, J. & Bloch, N. The elements of value. Harvard Business Review. Harvard Business Review 94, (2016).
27.
Berry, L. L. Cultivating Service Brand Equity. Journal of the Academy of Marketing Science 28, 128–137 (2000).
28.
Chatzipanagiotou, K., Veloutsou, C. & Christodoulides, G. Decoding the complexity of the consumer-based brand equity process. Journal of Business Research 69, 5479–5486 (2016).
29.
Valos, M. J., Haji Habibi, F., Casidy, R., Driesener, C. B. & Maplestone, V. L. Exploring the integration of social media within integrated marketing communication frameworks. Marketing Intelligence & Planning 34, 19–40 (2016).
30.
Stephen, A. T. & Galak, J. The Effects of Traditional and Social Earned Media on Sales: A Study of a Microlending Marketplace. Journal of Marketing Research 49, 624–639 (2012).
31.
Heinonen, K. Consumer activity in social media: Managerial approaches to consumers’ social media behavior. Journal of Consumer Behaviour 10, 356–364 (2011).
32.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
33.
Lovelock, C. H. & Wirtz, J. Services marketing: people, technology, strategy. (Pearson, 2011).
34.
Matthing, J., Sandén, B. & Edvardsson, B. New service development: learning from and with customers. International Journal of Service Industry Management 15, 479–498 (2004).
35.
Harris, L. C. & Ezeh, C. Servicescape and loyalty intentions: an empirical investigation. European Journal of Marketing 42, 390–422 (2008).
36.
Bitner, M, J., Ostrom, A. L., & Morgan, F. N. Service Blueprinting: A Practical Technique for Service Innovation. California Management Review 50, 66–94 (2008).
37.
Shostack, G. Lynn. Designing services that deliver. Harvard Business Review 62, 133–139 (1984).
38.
Bitner, M. J., Brown, S. W., and Meuter, M. L. Technology infusion in service encounters. Journal of the Academy of Marketing Science 28, (2000).
39.
K. Douglas Hoffman and L. W. Turley. Atmospherics, service encounters and consumer decision making: an integrative perspective. Journal of Marketing Theory and Practice 10, 33–47 (2002).
40.
Rowley, J. An analysis of the e‐service literature: towards a research agenda. Internet Research 16, 339–359 (2006).
41.
Wilson, A. M., Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. Services marketing: integrating customer focus across the firm. (McGraw-Hill Education, 2016).
42.
Lovelock, C. H. & Wirtz, J. Services marketing: people, technology, strategy. (Pearson, 2011).
43.
Mary Jo Bitner, Bernard H. Booms and Lois A. Mohr. Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing 58, 95–106 (1994).
44.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. and Schlesinger, L. A. Putting the service-profit chain to work. Harvard Business Review 86, (2008).
45.
Bitner, M., Faranda, W. T., Hubbert, A. R., and Zeithaml, V. A. Customer contributions and roles in service delivery. International journal of service industry management 8, (1997).
46.
Gounaris, S., Vassilikopoulou, A. & Chatzipanagiotou, K. C. Internal‐market orientation: a misconceived aspect of marketing theory. European Journal of Marketing 44, 1667–1699 (2010).
47.
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:10.1177/1094670512458454.
48.
Reinders, M. J., Dabholkar, P. A., and Frambach, R. T. Consequences of forcing consumers to use technology-based self-service. Journal of Service Research 11, (2008).
49.
Wang, C., Harris, J., & Patterson, P. The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies: A longitudinal study. Journal of Service Research 16, (2013).
50.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing 64, (2000).