BBMS4103

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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.

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.

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

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

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

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

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

Lovelock, C., & Wright, L. (2002). Principles of service marketing and  [1]management [1]. Upper saddle River, NJ: Prentice Hall.

Schneider, B., & Bowen, D. E.(1995). Winning the service game. Boston, MA: Harvard Business School Press.

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

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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.

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

Zeithaml, V.A., & Bitner, M. J.(2008). Services marketing: Integrating customer  [2]focus across the firm [2] (3rd ed.). Boston: Irwin-McGraw-Hill.