... of the novel elements of algorithmic branding. Algorithmic branding transcended the mere attachment of specific “mythic” qualities to a product or experience and has morphed into the multidimensional process of using media to manage communication. The goal of marketers is now to use engagement practices...

..., the cost of service failure is catastrophic due to its irreversible loss of life and limb. This paper synthesizes literature in information systems, service management, marketing and healthcare operations to suggest a research agenda. The authors draw on frameworks such as the interpretive model...

... with offerings. In this paper, the authors argue that it is necessary to re‐conceptualise tangibility/intangibility to overcome the previous critique. Design/methodology/approach The authors draw upon empirical research from the service marketing and psychology literature in order to advance knowledge...

...Evert Gummesson; Cristina Mele; Francesco Polese; Evert Gummesson; Christian Grönroos Purpose The purpose of this paper is to offer a reflective account of the emergence of new marketing theory as seen through the lens of the Nordic School of Service. Design/methodology/approach The paper...

... activities. Research limitations/implication The context of the experiments is limited to the food service industry. Practical implications The practical implication for large service organizations is that in markets where there is no green competitor, they should consider not promoting their green...

..., Marketing, and Human Resources Management, and provide further comparison with major Service journals. Design/methodology/approach The method used was designed documentary research using papers published in the top three relevant international journals specific to Operations, Marketing, and Human...

... that customer scripts can have a positive effect on interactive value creation because they enable companies to build a holistic process image for all process participants. Research limitations/implications Marketing must rethink its role as an agent of companies. Indeed, in interactive value creation...

.../approach This conceptual paper offers an in‐depth literature review on servicescape topics from a variety of disciplines, both inside and outside marketing, to advance a logical framework built on Bitner's seminal article (1992). Findings A servicescape comprises not only objective, measureable...

...Barry J. Babin Most of the essays provide an historical perspective. This perspective is not only interesting, but only when we know the past do we have perspective on marketing's future. Instructors assigning this book will find that it more than adequately provides an historical backdrop...

...Munsung Rhee; Satish Mehra Purpose Aims to examine the performance affects of strategic integration in retail banking services. Design/methodology/approach Using a survey of retail banking executives, it is examined as to how the role of operations and marketing areas can assist retail banks...

...Yvonne von Friedrichs Grängsjö; Evert Gummesson Purpose The paper provides insights into destination marketing and the conditions and outcome of competitor co‐operation in a local, horizontal hotel network. The specific purpose is to uncover the mechanics of such a network and offer a theory...

... of an event. In the first section, the relevant literature in environmental psychology and marketing is reviewed. An overview of the theories underlying the concepts of personal control and crowding is presented. The method of the study and the findings are reported in the second section...

... to date of the potential impact of service quality on competitive marketing decisions. This paper considers directly the issue of how an analysis of the impact of comparative service quality can inform tactical marketing decisions in a competitive marketplace. We propose and empirically demonstrate...

...Jeonpyo Noh; James A. Fitzsimmons A study of Korean service firms found that the level of information technology use is significantly related to the performance of the marketing function. Support was lacking only for the categories of “use of outside database” and “networking between mainframe...

... – the external and internal process of the company, or rather the value as perceived by customers (the relationship between utility and price sustained) and the cost sustained by the company in the generation of this value. © MCB UP Limited 1999 Customer satisfaction Marketing Profitability Service...

... Customer satisfaction Marketing Norway Research Service quality In today’s competitive markets services and service companies within the same industry are becoming increasingly similar. Differentiation through the delivery channel (i.e. delivery of services against payment) is difficult...

... in order to achieve marketing goals, but also it is acted on by users in order to frame existential goals. In this constructivist approach, the consumer is considered as a co‐builder of the servicescape. While experiencing service, the consumer can create new meanings and unusual functions which could...

...Jane Kingman‐Brundage; William R. George; David E. Bowen Offers a “service logic model” as a managerial tool for tackling cross‐functional issues embedded in service systems. Uncovers and describes the logical components inherent in the three key service management functions – marketing, operations...

... implications and recommendations for service management and for research. Customer satisfaction Marketing Models Service Service quality Satisfied customers are likely to continue their relationship with the firm, and they are less costly to approach than new customers. They are inclined...

.... The authors, by comparing successful and unsuccessful new services, have been able to develop a model that effectively identifies a number of characteristics that distinguish between success and failure. © MCB UP Limited 1994 Business planning Financial services Market research Marketing New...