... orientation Transformative service research Transformational leadership Epiphanies Corporate social responsibility Services marketing Service to society Many leaders of service organizations express a genuine desire to create positive societal impact, yet few manage to make this aspiration...

... this study, is illuminated. Brand loyalty Relationship marketing Customer satisfaction Retailing Services marketing Technology has dramatically changed the landscape of retail services. In particular, the web, and what is known as social media or Web 2.0, have given consumers much more...

...Lerzan Aksoy; Allard van Riel; Jay Kandampully; V. Kumar; Veena Chattaraman; Carmen Neghina; Bernd Skiera; Lerzan Aksoy; Alexander Buoye; Joerg Henseler Purpose The purpose of this paper is to provide insights into the benefits of data‐driven services marketing and provide a conceptual framework...

... Internal marketing Services marketing Retailing United Kingdom © Emerald Group Publishing Limited 2010 Internal marketing is a philosophy of valuing and treating employees as an intermediate set of customers inside the firm and enhancing the value provided to employees with the aim...

... The paper introduces a novel way of conceptualising value as benefits and sacrifice relative to a reference point represented by the competition. Connecting this to customer action rather than only perceptions represents another new feature. The paper contributes to service marketing by introducing a new...

...Göran Svensson; Terje Slåtten; Bård Tronvoll Purpose The objective of the paper is to describe the “scientific identity” of the “top” journals in services marketing by reviewing and evaluating the methodological approaches and the geographical affiliations of authors published in selected journals...

... measured as a multidimensional construct: physical loss, financial loss, psychological loss, time loss, performance risk, and social risk (Roselius, 1971 ; Jacoby and Kaplan, 1972). Perception Consumer risk Services marketing Internet shopping Consumer behavior Online airline ticket sales...

...Tor W. Andreassen Christopher   Lovelock and Jochen   Wirtz . Services Marketing: People, Technology, Strategy, 5th ed. . Englewood Cliffs, NJ : Prentice‐Hall   2004 . 652 pp. © Emerald Group Publishing Limited 2005 --> Services marketing Technology led...

... from 277 authors from 27 countries all over the world over a period of five years make the journal a leading academic outlet in the field of services marketing and management. © Emerald Group Publishing Limited 2005 Services marketing Service control Serials Research Customer...

... empirical approach, which has generated new categories for general SSTs (Dabholkar, 1996; Meuter et al., 2000); or e‐services (Szymanski and Hise, 2000). Propositions and empirical findings from these studies are analyzed next. © MCB UP Limited 2001 Services marketing Customer...

... with customer WOM behavior. We conclude with a discussion of how interpersonal relationships between customers and employees might be fostered in order to increase the likelihood of customer WOM behavior. © MCB UP Limited 2001 Marketing communications Relationship marketing Services marketing...

...Audrey Gilmore Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision...

... high. © MCB UP Limited 1997 Banking Relationship marketing Services marketing The social contract theory elaborated by Macneil (1980) treats the governance of exchange in contractual relations between firms from both the economic and social perspectives. He describes a set...

... behaviour. © MCB UP Limited 1996 Airlines Demographics Gender Marketing communications Research Services marketing Demographics and product attributes were identified as the variables most frequently used to segment the market as far back as 1976, with demographic categories used...

... that scripts operationalize expectations. Closes with implications for management and suggestions for future research. © MCB UP Limited 1995 Consumers Hairdressers Methodology Scripts Service industries Service quality Services marketing Small firms USA Reflect for a moment about...

...Ken Peattie; Sue Peattie “Below‐the‐line” sales promotion as part of the communication mix is virtually ignored within the services marketing literature, in comparison with personal selling and“above‐the‐line” advertising. However,“below‐the‐line” techniques have been growing in their extent...

... Customers Interaction Marketing mix Network organizations Organizational design Relationship marketing Services marketing The philosophy of relationship marketing (RM) is being advocated more and more strongly by marketers. However, its operational contents are unclear: Which...

...Stephen W. Brown; Raymond P. Fisk; Mary Jo Bitner Offers the personal interpretations of authors as participant‐observers together with a data‐based analysis of the evolution of the services marketing literature. Bibliographic analysis of more than 1,000 English language, general services marketing...

... 1994 Competition Cross‐functional integration Customer orientation Human resource management Organizational theory Profitability Scientific management Service quality Services marketing Service management is not a well‐delineated concept. It is, however, used more and more...

... Service quality Services marketing Working conditions It is useful to begin a review article with definitions of terms. For purposes of this article, HRM concerns the policies, practices and procedures of organizations for the attraction, selection, and management of employees; HRM focuses...