Journal ArticleDOI
Classifying Services to Gain Strategic Marketing Insights
TLDR
In this paper, the authors argue for a focus on marketing practice in service organizations, arguing that the diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice.Abstract:
The diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice in service organizations. This article argues for a focus on...read more
Citations
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Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Developing Buyer-Seller Relationships:
TL;DR: For example, this paper pointed out that most of the research and too many of the marketing strategies treat buyer-seller exchange as a primary concern. But, they also pointed out, "too much research and practice have focused persistently on exchange between buyers and sellers".
Journal ArticleDOI
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:
TL;DR: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees as mentioned in this paper, where the authors propose a typology for service organizations.
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
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Relationship Quality in Services Selling: An Interpersonal Influence Perspective:
TL;DR: In this article, the authors describe the role of relationship manager as the quality of the relationship between the salesperson and the customer, which is defined as "the quality of a salesperson's relationship with the customer".
References
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Book
Principles of Marketing
Philip Kotler,Gary Armstrong +1 more
TL;DR: The fourth edition of the Principles of Marketing as discussed by the authors has been revised or completely changed to embrace the growth in e-commerce and recognising Europe's internationalism and the growth of globalisation, examples and cases are drawn from Europe alone, but from the US, Japan, South-East Asia and Africa.
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.
Journal Article
Where does the customer fit in a service operation
TL;DR: In this paper, a rational approach to the rationalization of services is proposed, where the authors argue that the less direct contact the customer has with the service system, the greater the potential of the system to operate at peak efficiency.
Journal ArticleDOI
On goods and services
TL;DR: In this paper, the concept, definition and measurement of a service is discussed, and various ways in which services can be classified for purposes of economic analysis are elaborated, and the distinction between private and public goods is re-examined in the light of the general concept of service proposed in the paper.