Маркетинг менеджмент. Экспресс-курс

Котлер Филип

373

Seth Godin, «If It’s Broke, Fix It», Fast Company , October 2003, p. 131.

374

Bruce Horovitz, «Whatever Happened to Customer Service? Automated Answering, Long Waits Irk Consumers», USA Today , September 26, 2003, p. A1.

375

Bruce Horovitz, «Whatever Happened to Customer Service? Automated Answering, Long Waits Irk Consumers», USA Today , September 26, 2003, p. A1.

376

Susan M. Keaveney, «Customer Switching Behavior in Service Industries: An Exploratory Study», Journal of Marketing (April 1995): 71—82; Michael D. Hartline and O. C. Ferrell, «The Management of Customer-Contact Service Employees: An Empirical Investigation», Journal of Marketing (October 1996): 52—70; Lois A. Mohr, Mary Jo Bitner, and Bernard H. Booms,

«Critical Service Encounters: The Employee’s Viewpoint», Journal of Marketing (October 1994): 95–106; Lindа L. Price, Eric J. Arnould, and Patrick Tierney, «Going to Extremes: Managing Service Encounters and Assessing Provider Performance», Journal of Marketing (April 1995): 83—97; Jaishankar Ganesh, Mark J. Arnold, and Kristy E. Reynolds, «Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers», Journal of Marketing 64 (July 2000): 65—87.

377

Christian Gronroos, «A Service Quality Model and Its Marketing Implications», European Journal of Marketing 18, no. 4 (1984): 36—44.

378

Leonard Berry, «Big Ideas in Service Marketing», Journal of Consumer Marketing (Spring 1986): 47—51; Walter E. Greene, Gary D. Walls, and Larry J. Schest, «Internal Marketing: The Key to External Marketing Success», Journal of Services Marketing 8, no. 4 (1994): 5–13; John R. Hauser, Duncan I. Simester, and Birger Wernerfelt, «Internal Customers and Internal Suppliers», Journal of Marketing Research (August 1996): 268—280; Jagdip Singh, «Performance Productivity and Quality of Frontline Employees in Service Organizations», Journal of Marketing 64 (April 2000): 15—34.

379

Christian Gronroos, «A Service Quality Model and Its Marketing Implications», European Journal of Marketing 18, no. 4 (1984): 38—39; Michael D. Hartline, James G. Maxham III, and Daryl O. McKee, «Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees», Journal of Marketing (April 2000): 35—50.

380

Nilly Landau, «Are You Being Served?» International Business (March 1995): 38—40.

381

Philip Kotler and Paul N. Bloom, Marketing Professional Services (Upper Saddle River, NJ: Prentice Hall, 1984).

382

Carolyn Marconi and Donna MacFarland, «Growth by Marketing Under the Radar», Marketing Science Institute Board of Trustees Meeting: Pathways to Growth, November 7, 2002.

383

Dan McGinn, «BlueSkies», MBA Jungle (March/April 2002): 32—34; Melanie Wells, «Lord of the Skies», Forbes , October 14, 2002, pp. 130—138; Amy Goldwasser, «Something Stylish, Something Blie», Business 2.0 , February 1, 2002, pp. 94—95.

384

Jena McGregor, «The Starbucks of Pharmacies», Fast Company , April 2005, pp. 62—63; Christopher Rowland, «The Pharmacists in Chains Promote Personal Touch to Keep Edge Over Mail-Order Firms», Boston Globe , December 10, 2003, p. D1.

385

Douglas Hanks III, «Cirque du Soleil Seeks $100M in Funds», Miami Herald , September 2, 2005 (www.herald.com); Matthew Miller, «The Acrobat», Forbes , March 15, 2004, pp. 100—102.

386

Glenn B. Voss, A. Parasuraman, and Dhruv Grewal,

«The Role of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges», Journal of Marketing 62 (October 1998): 46—61.

387

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry, «A Conceptual Model of Service Quality and Its Implications for Further Research», Journal of Marketing (Fall 1985): 41—50; Susan J. Devlin and H.K. Dong, «Service Quality from the Customers’ Perspective», Marketing Research: A Magazine of Management and Applications , Winter 1994, pp. 4–13; William Boulding, Ajay Kalra, and Richard Staelin, «A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions», Journal of Marketing Research (February 1993): 7–27.

388

Leonard L. Berry and A. Parasuraman, Marketing Services: Competing Through Quality (New York: The Free Press, 1991), p. 16.

389

James L. Heskett, W. Earl Sasser, Jr., and Christopher W.L. Hart, Service Breakthroughs (New York: Free Press, 1990).

390

Leonard L. Berry, Kathleen Seiders, and Dhruv Grewal, «Understanding Service Convenience», Journal of Marketing 66 (July 2002): 1–17.

391

Mary Jo Bitner, «Self-Service Technologies: What Do Customers Expect?» Marketing Management (Spring 2001): 10—11; Matthew L. Meuter, Amy L. Ostrom, Robert J. Round-tree, and Mary Jo Bitner, «Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters», Journal of Marketing Management 64 (July 2000): 50—64.

392

John Goodman, Technical Assistance Research Program (TARP), U.S. Office of Consumer Affairs Study on Complaint Handling in America, 1986; Albrecht and Zemke, Service America !; Berry and Parasuraman, Marketing Services ; Roland T. Rust, Bala Subramanian, and Mark Wells, «Making Complaints a Management Tool», Marketing Management 1, no. 3 (1992): 41—45; Stephen S. Tax, Stephen W. Brown, and Murali Chandrashekaran, «Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing», Journal of Marketing (April 1998): 60—76.

393

Stephen S. Tax and Stephen W. Brown, «Recovering and Learning from Service Failures», Sloan Management Review (Fall 1998): 75—88.

394

Dale Buss, «Success from the Ground Up», Brandweek , June 16, 2003, pp. 21—22.

395

Kirstin Downey Grimsley, «Service with a Forced Smile, Safeway ‘s Courtesy Campaign Also Elicits Some Frowns», Washington Post , October 18, 1998, p. A1; Suzy Fox, «Emotional Value: Creating Strong Bonds with Your Customers», Personnel Psychology , April 1, 2001, pp. 230—234.

396

Milind M. Lele ans Uday S. Karmarkar, «Good Product Support Is Smart Marketing», Harvard Business Review (November–December 1999): 124—132.

397

Результаты исследования влияния опозданий с обслуживанием на оценку качества обслуживания вы можете найти в: Shirley Taylor, «Waiting for Service: The Relationship Between Delays and Evaluations of Service», Journal of Marketing (April 1994): pp. 56—69; Michael K. Hui and David K. Tse, «What to Tell Customers in Waits of Different Lengths», Journal of Marketing (April 1996); 81—90.