Маркетинг менеджмент

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.

398

Jack Neff, «It Worked: Ad Boost Pays Off for Colgate; Unilever Also Sees Sales and Share Uptick, But Both Still Lag Behind P&G», Advertising Age , August 8, 2005, pp. 3+; Susanna Howard, «P&G, Unilever Court the World’s Poor», Wall Street Journal , June 1, 2005, pp. 1+; «Procter & Gamble Poses Competitive Threat to India Detergent Nirma», The Economic Times , December 20, 2004, n.p.; Eric Bellman and Deborah Ball, «Unilever, P&G Wage Price War for Edge in India», Wall Street Journal , August 11, 2004, p. B1.

399

Michael Menduno, «Priced to Perfection», Business 2.0, March 6, 2001, pp. 40—42.

400

Подробный обзор исследований ценообразования приведен в работе: Chezy Ofir and Russel S. Winer, «Pricing: Economic and Behavioral Models», in Handbook of Marketing , edited by Bartz Weitz and Robin Wensley, (New York, NY: Sage Publications, 2002), 5–86.

401

Peter R. Dickson and Alan G. Sawyer, «The Price Knowledge and Search of Supermarket Shoppers», Journal of Marketing (July 1990): 42—53. Методологические вопросы рассмотрены в работе: Hooman Estalami, Alfred Holden, and Donald R. Lehmann, «Macro-Economic Determinants of Consumer Price Knowledge: A Meta-Analysis of Four Decades of Research», International Journal of Research in Marketing 18 (December 2001): 341—355.

402

Различные точки зрения по данному вопросу представлены в работе: Chris Janiszewski and Donald R. Lichtenstein, «A Range Theory Account of Price Perception», Journal of Consumer Research (March 1999): 353—368.

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