Journal ArticleDOI
An applied theory for marketing industrial services
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In this article, the authors suggest some frameworks for the marketing of industrial services in the context of industrial marketing and suggest a framework for industrial marketing of professional or consultancy services as an integral part of the industrial marketing process.About:
This article is published in Industrial Marketing Management.The article was published on 1979-01-01. It has received 76 citations till now. The article focuses on the topics: Digital marketing & Return on marketing investment.read more
Citations
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Problems and strategies in services marketing
TL;DR: In this paper, the authors compare problems and strategies cited in the services marketing literature with those reported by actual service suppliers in a study conducted by the authors, and discuss the problems of service marketing.
Journal ArticleDOI
The new marketing—Developing long-term interactive relationships
TL;DR: In this paper, the authors place emphasis on relationships and interaction in marketing, an emphasis which has developed out of new theories of services marketing and industrial marketing and also out of practical experience.
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Modeling the determinants of customer satisfaction for business-to-business professional services
TL;DR: In this paper, the authors empirically examined for the first time the determinants of customer satisfaction or dissatisfaction in the context of business professional services, and the simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables (fairness (equity), purchase situation (novelty, importance, and complexity), and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework.
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SYSTRA‐SQ: a new measure of bank service quality
TL;DR: In this article, the authors describe the development of a new scale designed to measure service quality perceptions of retail bank customers, which is based on the technical and functional service quality schema proposed by Gronroos.
Journal ArticleDOI
Services, products, and the institutional structure of production
Luis Araujo,Martin Spring +1 more
TL;DR: This paper revisited the product-service distinction from an institutional perspective and argued that what counts as a product or a service is dependent on the nature of producer-user interactions and the institutional structure of production rather than on any essential feature of products or services.
References
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Journal ArticleDOI
Breaking Free from Product Marketing
TL;DR: In this paper, the authors argue that service marketing, to be effective and successful, requires a mirror-opposite view of conventional "product" practices, and propose a new approach for service marketing.
Book
Marketing Professional Services
Philip Kotler,Richard A. Connor +1 more
TL;DR: A specific program for managers of professional services firms is described in this paper, which is a case study of a specific type of professional service. But this program is not suitable for all professionals.
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Industrial marketing: An organizational problem?
Håkan Håkansson,Claes Östberg +1 more
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Toward a theory of professional service marketing
TL;DR: In this article, the authors contribute to both the theory of industrial marketing and service marketing through its treatment of the following two questions: What is a professional service? And what relevance has a generic definition of a professional services to the marketer of those services?