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Last updated on 28 May 2013
SERVICE MARKETING
  1. Backer B. (n.d.) Customer satisfaction after customer service failure [Electronic version]. Retrieved from http://www.customerservicemanager.com/howto- restore-customer-satisfaction-after-customer-service
  2. Cacioppo, K. (1995). [Electronic version]. Measuring and managing customer satisfaction. Retrieved from http://www:qualitydigest.com/Sept00/html/ satisfaction.html

  3. Champion Outdoor advertising (n.d.). [Electronic version]. Retrieved from http://championoutdoorads.com/services.htm

  4. Clement, J., & Selvam, M. (n.d.). Service Quality Gaps: A Revisit [Electronic version]. Retrieved from http://www.ccadjournal.com/2006/v18/part7/p1

  5. Cohen, H. (2004). Pricing policy Seven factors to consider [Electronic version]. Retrieved from http://wwwclickz.com/showPage.html?page=3445301

  6. Colours in environment (n.d.) [Electronic version]. Retrived from http://www. iaccna.org/indexasp?paged=221

  7. Cowell, D. (1984). The Marketing of Services. London: Heineman.

  8. Coyne, K. (1989). Beyond Service Fads- Meaningful Strategies for the Real World. Sloan Management Review (Summer). pp.69-80

  9. Determining the perfect selling price (2006). [Electronic version]. Retrieved from http://www.brs-inc.com/news004.html

  10. Garvin, D. A.(1983). Quality on the line. Harvard Business Review, 61 September- October, 65-73.

  11. Gerth, D. (n.d.). Unit 13: Channels of distribution, logistics & wholesaling [Electronic version]. Retrieved from http://wwwnscc.edu.gerth_d/ mkt2220000/Lecture_Notes/unit 13.htm

  12. Holter, E. (2006), Service industry marketing principles [Electronic version]. Retrieved from http://www.newfangled.com/service_industry_marketing_principle

  13. Horton, J. (n.d.). Service marketing secrets article [Electronic version]. Retrieved from http://www.online-pr.com/Holding/ServiceMarketingSecret.pdf

  14. How to deal with impossible people (n.d.)[Electronic version]. Retrieved from http://www:wikihow.com/Deal-With-Impossible-People

  15. Huston, G. (n.d.). Quality of Service: Fact or Fiction. [Electronic version]. Retrieved from http://www.potaroo.net/papers/ipj/3-1-qos.pdf

  16. Johnston T. C.(n.d.) Customer satisfaction with provider response to service failures [Electronic version]. Retrieved from http://www.utm.edu/staff/ johnston/papers/AAIC04Johnston-T.pdf

  17. Kotler, P., & Armstrong, G. (2006). Principle of Marketing (11th e.d.). Pearson Education.

  18. Kotler, P., Swee, H. A., Siew, M. L., & Chin, T. T.(2003). Marketing Management: An Asian Perspective. Singapore: Prentice-Hall.

  19. Kurtz, D. L., & Clow, K. E.(1998). Services marketing. New Jersey: John Wiley and Sons.

  20. Lou, W., Liberatore, M. J., Nydick, R. L., Chung, Q. B., & Sloanne, E (2003). [Electronic version] Impact of process change on customer perception of waiting time: a field study. Retrieved from http://www:homepagevillanova.edu/elliot.sloane/ MyArticles and Presentation/

  21. Lovelock, C. (2001). Services marketing ?? People, technology, strategy. New Jersey: Prentice Hall.

  22. Maier, R. Customer wait time (n.d.)[Electronic version]. Retrieved from http://www: ezinearticles.com/?Customer-Wait-Time&id=400093

  23. Moorman, T. Customer satisfaction improvements. (n.d.) [Electronic version]. Retrieved from http://www:lomasurvey.com/PDF_Files/customer satisfactionrpt.pdf

  24. Moyer, L. N.(n.d.). Influence of shopping orientation, selected environmental dimension with apparal shopping scenarios and attitude on store patronage for female consumers [Electronic version]. Retrieved from http://www scholar.libvt.edu/theses/available/…/unrestricted/part12.pdf

  25. Parasuraman, A. Zeithman, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing (Fall), 41-50.

  26. Piotrowski, C. (n.d.). Session W304 Buyer behaviour in Interior design [Electronic version]. Retrieved from http://www.merchandisemart.com/…/w304

  27. Pricing Products and Services: Turner centre for entrepreneurship. (2005) [Electronic version]. Retrieved from http://wwwbradley.edu/turnercenter/start_up_ business/…/pricing.html

  28. Session 4: Act: Making the Decision (n.d.) [Electronic version]. Retrieved from http://www.techsoup.org/binaries/Files/sessionOSS.pdf

  29. Shinmamura, K. (n.d.). The role of integrated marketing communication on the internet [Electronic version]. Retrieved from http://wwwciaadvertising.org/ student_account/summer_01/kazues/project/IMC.htm

  30. Skyes, E. (2007). Motivating your team for outstanding customer service: Six secrets of customer service team motivation [Electronic version]. Retrieved from http://www:theskygroup.com/MotivateTeamCustomerService01.htm

  31. Stanton, W. J.(1981). Fundamentals of mMarketing. New York: McGraw-Hill.

  32. Swanson, S. R., & Kelley, S. W.(2001). Service Recovery Attributions and Word-of- Mouth Intentions. European Journal of Marketing, 35 (1/2) 194-211.

  33. The importance of channels of distribution (n.d). [Electronic version]. Retrieved from http://facilty.valencia.edu/srusso/chap15.htm

  34. Wen-fei, L.U.(2007). Marketing landscape service [Electronic version]. Retrieved from http://wwwgrounds-mag,wm/mag/grounds_maintenance_sellsindex.html

  35. Zeithmal, V. (1987). Defining and relating price, perceived quality and perceived value. Marketing Science Institute. Cambridge, MA, 87-101.


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