This article examines the received wisdom of services marketing and challenges the validity and continued usefulness of its core paradigm, namely, the assertion that four specific characteristics—i...

Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives

Web reviews influence on expectations and purchasing intentions of hotel potential customers.

This article contributes to the study of information sourcing behavior in the travel decision process. It focuses on the differences between information sourcing before and after a definite trip decision (characterized either by an irreversible choice with regard to destination or by a legal contract such as a reservation or purchase of one or multiple elements of a trip). The study identifies typical patterns of information search behavior for different travel types, grouped by means of clusters along two stages of the information sourcing process, thus forming paths of information sourcing. The data are representative for the case of Switzerland, serving as a model for a well-developed travel market. Descriptors such as type of trip, degree of packaging, choice of destination, and choice of accommodation showed significant explanatory power, while sociodemographic variables proved to be of less value. The results give the industry the possibility of improving information distribution systems throughout ...

Information Sources for Travel Decisions: Toward a Source Process Model:

Managing Service Organizations: Does Having a “Thing” Make a Difference?

By integrating results from literature pertaining to social psychology, organizational behavior, and relationship marketing, the authors develop and test a model that explains how value congruence affects the key components of consumer-brand relationship quality and outcomes, including satisfaction, trust, affective commitment, and loyalty. Using structural equation modeling, they test the model with data from a survey of 1,037 consumers of clothing stores and banks in the Netherlands. The results show that value congruence has significant direct, positive effects on satisfaction, trust, affective commitment, and loyalty. Furthermore, value congruence indirectly influences loyalty through satisfaction, trust, and affective commitment. The authors discuss the implications of these findings for marketing theory and practice.

/pdf/the-impact-of-value-congruence-on-consumer-service-brand-13juoyv0pb.pdf

The Impact of Value Congruence on Consumer-Service Brand Relationships

I. UNDERSTANDING SERVICES. 1. Why Study Services? 2. Understanding Service Processes. II. THE SERVICE CUSTOMER. 3. Managing Service Encounters. 4. Customer Behavior in Service Environments. 5. Relationship Marketing and Customer Loyalty. 6. Complaint Handling and Service Recovery. III. SERVICE MARKETING STRATEGY. 7. The Service Product. 8. Pricing Strategies for Services. 9. Promotion, Education, and Physical Evidence. 10. Service Positioning and Design. IV. SERVICE DELIVERY ISSUES. 11. Creating Delivery Systems in Place, Cyberspace, and Time. 12. Creating Value through Productivity and Quality. 13. Balancing Demand and Capacity. 14. Managing Customer Waiting Lines and Reservations. V. INTEGRATING MARKETING, OPERATIONS, AND HUMAN RESOURCES. 15. Employee Roles in Service Organizations. 16. The Impact of Technology on Services. 17. Organizing for Service Leadership. Cases. Glossary. Index.

Principles of service marketing and management

Manajemen Pemasaran Jasa

For undergraduate courses in Service Marketing and Management. This book presents an integrated approach. It includes a strong managerial orientation and strategic focus, uses an organizing framework, has extensive research citations, links theory to practice, and includes 9 cases. Рекомендуется использовать во вводных курсах "Маркетинг и менеджмент услуг". Эта книга представляет интегрированный подход, фокусирующийся на менеджериальной и стратегической составляющих. Книга содержит большое количество исследовательских ссылок, 9 кейсов, показывает взаимосвязь между теорией и практикой.

Lauren K. Wright

Papers

Principles of service marketing and management

Manajemen Pemasaran Jasa

Principles of Service Marketing and Management, 2/E (Принципы маркетинга и менеджмента услуг)