Маркетинг менеджмент

B. H. Booms and M. J. Bitner, «Marketing Strategies and Organizational Structures for Service Firms», in J. Donnelly and W. R. George, eds., Marketing of Services (Chicago: American Marketing Association, 1981), pp. 47—51.

368

Lewis P. Carbone and Stephаn H. Haeckel, «Engineering Customer Experiences», Marketing Management 3 (Winter 1994): 17.

369

Bernd H. Schmitt, Customer Experience Management (New York: John Wiley & Sons, 2003).

370

Debra Zahay and Abbie Griffin, «Are Customer Information Systems Worth It? Results from B2B Services», Marketing Science Institute Working Paper , Report No. 02–113, 2002.

371

W. Earl Sasser, «Match Supply and Demand in Service Industries», Harvard Business Review (November–December 1976): 113—140.

372

Carol Krol, «Case Study: Club Med Uses E-mail to Pitch Unsold, Discounted Packages», Advertising Age , December 14, 1998, p. 40; www.clubmed.com.

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