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service encounter [2]
论文作者：留学生论文论文属性：短文 essay登出时间：2010-05-29编辑：steelbeezxp点击率：5310
论文字数：4867论文编号：org201005292237058786语种：英语 English地区：加拿大价格：$ 22
1). Marketing strategies and organization structures for
service firms. Marketing of Services, 16 (3), 45-67
Bruce G. Bodaken. (2008). Where Does the Insurance Industry Stand On Health
Reform Today? Health Affairs, 27 (3), 645
Bitte，Booms and Tetreault. (1990). Service Excellence durch Prosocial Service
Performance. New York: Gabler
Event Gummesson, (2010), Service-dominant logic, service science and network
theory: integrating three perspectives for a new service agenda, The Journal of
Marketing. 2 (1), 56- 67
Fitzsimmons. (1994). Purchasing business services. Journal of Business & Industry
Marketing. 13 www.51lunwen.org (4), 370-380
Goodwin and Ross. (1992). Consumer responses to service failures: influence of
procedural and interactional fairness perceptions, Journal of Business Research.
25 (2), 34- 40
Gary M. Kern. (1998). A Framework for Service Management of Information Systems. Board of Reviewers. 11 (7), 23- 45
GL Shostack. (1985). Service positioning through structural change, The Journal of
Marketing. 9 (4), 49- 50
Heskett and Sasser, (1990), The profitable art of service recovery. Harvard Business
Review. 5 (2), 78- 80
Hoffman et al.(1995). Tracking service failures and employee recovery efforts.
Journal of Services. 9 (2), 67- 70
Johnston and Hewa, (1997). Fixing service failures. Industrial Marketing
Management
Kelly and Davis. (1994). Antecedents to customer expectations for service recovery.
Journal of the Academy of Marketing Science. 22 (1), 52- 61
Lockwood & Andrew. (1994). Using Service Incidents to Identify Quality
Improvement Points. International Journal of Contemporary Hospitality
Management. 6 (2), 75- 80
McCarthy. (1960). Relationship approach to marketing in service contexts: The
marketing and organizational behavior interface. The Journal of Business
Research. 20 (1), 3-11
P. Kotler, (1991), Principles of marketing, New York: Prentice Hall
Robert F. Lauterborn. (1994). The new marketing paradigm. New York: NTC
Business Books
TW. Firnstahl. (1989). My employees are my service guarantee. Harvard Business
Review. 6 (2), 78- 89
SM. Keaveney, (1995). Customer switching behavior in serviceindustries: an
exploratory study. The Journal of Marketing. 6 (3), 23- 25
Zemke and Bell. (1990) Service recovery: doing it right the second time, Training. 7 (3),
89- 90
service firms. Marketing of Services, 16 (3), 45-67
Bruce G. Bodaken. (2008). Where Does the Insurance Industry Stand On Health
Reform Today? Health Affairs, 27 (3), 645
Bitte，Booms and Tetreault. (1990). Service Excellence durch Prosocial Service
Performance. New York: Gabler
Event Gummesson, (2010), Service-dominant logic, service science and network
theory: integrating three perspectives for a new service agenda, The Journal of
Marketing. 2 (1), 56- 67
Fitzsimmons. (1994). Purchasing business services. Journal of Business & Industry
Marketing. 13 www.51lunwen.org (4), 370-380
Goodwin and Ross. (1992). Consumer responses to service failures: influence of
procedural and interactional fairness perceptions, Journal of Business Research.
25 (2), 34- 40
Gary M. Kern. (1998). A Framework for Service Management of Information Systems. Board of Reviewers. 11 (7), 23- 45
GL Shostack. (1985). Service positioning through structural change, The Journal of
Marketing. 9 (4), 49- 50
Heskett and Sasser, (1990), The profitable art of service recovery. Harvard Business
Review. 5 (2), 78- 80
Hoffman et al.(1995). Tracking service failures and employee recovery efforts.
Journal of Services. 9 (2), 67- 70
Johnston and Hewa, (1997). Fixing service failures. Industrial Marketing
Management
Kelly and Davis. (1994). Antecedents to customer expectations for service recovery.
Journal of the Academy of Marketing Science. 22 (1), 52- 61
Lockwood & Andrew. (1994). Using Service Incidents to Identify Quality
Improvement Points. International Journal of Contemporary Hospitality
Management. 6 (2), 75- 80
McCarthy. (1960). Relationship approach to marketing in service contexts: The
marketing and organizational behavior interface. The Journal of Business
Research. 20 (1), 3-11
P. Kotler, (1991), Principles of marketing, New York: Prentice Hall
Robert F. Lauterborn. (1994). The new marketing paradigm. New York: NTC
Business Books
TW. Firnstahl. (1989). My employees are my service guarantee. Harvard Business
Review. 6 (2), 78- 89
SM. Keaveney, (1995). Customer switching behavior in serviceindustries: an
exploratory study. The Journal of Marketing. 6 (3), 23- 25
Zemke and Bell. (1990) Service recovery: doing it right the second time, Training. 7 (3),
89- 90
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