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Last updated on 12 August 2015
SERVICE MARKETING
 
  1. Ballantyne, D. (2003). A Relationship-meadited theory of internal marketing. European Journal of Marketing, 37 (9), 1242-1260.

  2. Bitner, M. J., Brown, S. W., & Meuter, M. L.(2000). Technology Infusion in Service Encounters Journal of the Academy of Marketing Science, 28 (1), 138-149.

  3. Dobni, D. M., Ritchie, J. R. B., & Zerbe, W. (2000). Organizational values: The inside view of service productivity. Journal of Business Research, 47 (1), 91 – 107.

  4. Grönroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). New York: John Wiley & Sons.

  5. Gummesson, E. (1991). Marketing revisited: The crucial role of the part-time marketers. European Journal of Marketing, 25 (2), 60-67.

  6. Hart, C. W., & Johnson, M. D.(1999). Growing the trust relationship. Marketing Management, American Marketing Association, 9 – 19.

  7. Hoffman K. D.(2005). Marketing principle and best practices. Thomson, South Western.

  8. Lings, I. N., & Greenley, G. E.(2005). Measuring internal market orientation Journal of Service Research, 7 (3), 290-305.

  9. Lovelock, C., & Wright, L. (2002). Principles of service marketing and management. Upper saddle River, NJ: Prentice Hall.

  10. Schneider, B., & Bowen, D. E.(1995). Winning the service game. Boston, MAHarvard Business School Press.

  11. Spohrer, J. C., Maglio, P. P., Bailey, J., & Gruhl, D. (2007). Steps toward a science of service systems. Computer, 40 (1), 71-77.

  12. Tax, S. S., & Brown, S. W.(1998). Recovering and learning from service failures. Sloan Management Review, Fall, 75-88.

  13. Vuorinen, I., Järvinen, R., & Lehtinen, U. (1998). Content and measurement of productivity in the service sector: A conceptual analysis with an illustrative case from the insurance business. International Journal of Service Industry Management, 9 (4), 377-396.

  14. Young, L. (2008). From products to services: Insights and experience from companies which have embraced the service economy. New York: John Wiley & Sons (UK).

  15. Zeithmal, V.A., & Bitner M. J.(2008). Services marketing. Boston: Irwin-McGraw Hill.

  16. Zeithaml, V.A., & Bitner, M. J.(2008). Services marketing: Integrating customer focus across the firm (3rd ed.). Boston: Irwin-McGraw-Hill.


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Latest updated: 23th July 2013

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