Notes

I, Leonard I,. Ut-rry, Discoueríngthc Soui of Seruîêè: The Nine Dri rw of Sustainable Oasinsís Siircefir (Neiv Yrirk: The l;r(iL: I'ikîsî. IM9); t:rvd W|trscnt3, qd„ CaSliMtfrServfCfl

Exttaorttinnrn itesnlti m Southwest Airlinrs, charks Schwab. Lands' lindrAmeríeon fàcpress. Staples, ami (A^Ij-i (New York: llj:r¡jerlStií:in.-is, IÍ59Ü): Valarie A. ZeTlhaml and Mary Jo

Üitriír, Services Marketing. 3ri ¿d. tHHift Tfert McGraw-HiH/lrwin. 2003).

2. Spcnccr í¿. Ante, "The New Blue,* J&híiwsíÍVh*, March 17,2003, pp. Kü-tííi: "[& líif; Blue the ^cxi IIíjí l liiiij"V" the Ij-tiiumiim, ¡uoe 21. 20(13, pp. 55-56; Breni Sclilciirtcr, "How Bíg lil l¡ l" ¡sTuming Gecks ¡mu QoM." Fortune. June 9,2íifl3. pp, 133—340; SteveJxjlir. "I!¡K Hluta Kij;IJot: LeSsTech, hítoie loutli," AWcYork Tima. rtmusry 25.20W, p. 3.

3. ciil1 p:> t\«viv.l >ls.i><)v/em p ilif>me.(iim >,

A. G. Lynn SbOütítck, "Brcaking Prce from Product Marketing,*1 fífurnal ojMarketing (April 1977); 73-00: l^cuiund L Birry, "Sérviecs M:«Tkc4Hi)> MíiíTeren!," B!tíípl«S(May-JuilO tüHtl): 24-30; Hric l^ngcard, John F-. G. Bátese n, Chri^topliei 1 [■ LovHock, and Fierre í:.¡i;lier. Swiwt* Marketing \'etc insigh ts fiorn ('otismners and JlffimigeníC&Eniiridgti MA; Marketing StidiCc tu si» ule, líjílii; Klh ! Allireclit and Han A-mke. Service /VírprjiTt1 Doing Business in the flconOiny (I lometvond. IL: f)Ow foncj'ilwiu K:irl AlblCChl, A! Ametica'x Serví te [Huiiifuíítul, l!: D<nv Jotws-lnvln, líiftfi); Benjamín 5cLie)f)craxi|l David H. licnveii, Winahtg the Service Gatn?[Boston: Harvard Business Selinol Prcs*. 5. Molían liir Savriiii uy, Sridli n r BalagÚferam¡m¡nn, ;md Vi sil V Krishnan. "Creatina Growih vvith Services," MUSltma Manogemeát Revieiv (Wimer 2001): 34-43. ti. <hitfB|ymv*vA«bby^ardMomflMisiii4:sKJ(Wtinli^viniicí5,hiTiil>, 7. l licodínr J^vítf, Tftoducllon-IiDeAppraach toScrríce,1" Harvard

Btuiness Heview (September-October IEI72): i—(2. a. FurthorClaSíjricJTlünfiíififlraices a.ie describid InGhrlsioplier H, Lovclock. Services Marketing 'lr<l cil. lUpper Reídle Rlvec NI: Prentke HdlL Alsoseejolm E. Batesoll, MtvtagíngSen'ices Marketing; Text and Beadíngs, 'irrl e¡J- (muélale. lu lJrydeii, 19951-y. Valarií jVZi-iihatiil.'HowCoiTsniTier Evaluíition Processcs Difler bctvvecn Liootis and Scnifceíi," in Marketing ofjjerviws. «litétl by Dwtielly^ildW. It. Geúnge [CJilcago: American Marketing

AssociíitidA, íaan.pp. IBS-190 ir. Amy tJHtromand Davn lacobueci, "ConsumerTuiJc'OlIiand (lie Evátyialiufi ofSei vlees," Journal of Marketing (Jftnuary 17-28.

11. theddore Ijevin, "Markdllng Intangible Productít and Prodúd ltnanglblea," /iarwrniBuji^CtS ftílííeic (May-|nne IS>kl): 34-1QZ; Ktrry, "Services Marketing ls DilTcitni."

12, FS. II, Booms iitul M ], Btiner, "Markclitij; írnitegtcs aiul Otj;atiis(AtiotialSiructiircs1VtrServivc t 'irin^" in Marketing of SettHccs. i'dikil by I ídiizu'ltv lmkI W. Ei. Gcor^i: ((Üiica¿p: j^mericnn MarketingA-ssoeiatioti. ISiftl), pp. 17-51.

Li. i.L^wis tí Qtrbwie íind Stc|jliüii II. Ilaadoel.'EnginccringOustúiníf txperk-iicía,' MtirtedrigManagenRiu3 (\Mitct I9ü4j: 17. M. Ituntü 11, Schmilt, Giitiffli'rUtperience Management (NewVítrlc

John W!ley&Sans, 15. Ijciinard L Bertfonid Boivlitpitdli "CIucIiie in DkIiiiw^."

Harvard Business Hevirtu (Fcbmar, 2003): IflP-irts. ü¡. "M9-McringüieBlucí," Ihneí-Picayue, Martli ta, aotn. p. i. 17. <1. Lynn Sliostacl;. "Ser^'ice l^tiMngThnilQh Structutd

(ilubiij^p™ Journal of Marketing (JjbiiiLiiry Iíiít7): :tt-t:t. ID. Debía ^¿ili¡iy and Abbie Griltin. "Are Cuslomer Informal ion S>n|[::ni\Vorlll 11? Results fnini liíltSt'Fint-^S,"' Marketing Shciit-f ¡ttíiiiute Warking Paper, Repon No. 02-113,2002-

Pfi. W. ii,-jj-J Sasser, "Maidi^i'iiplyiiiitl ffi Sírvlce Industries."

Ilantinl Business Rpi'iew [NnvL'nilwr-llefeiiil>cr I97ti): 133-110. 2tt. ütrol Krol, "CaseStudy; Cluli Med Hw-'s-ti-ciinLil to PJich Unwld, [>lítciLintetl Packiifies.* JietmrifsttigAge, DecemUei 1jt, I!i9ü, p, (O; «Wrw.cluhfetted,com>. 2t. SeLli ípfjdia,"II li's tíKikL, Fis It," fiutComptiriy, Octobcr 2003, p, 131.

22. Dllihl lirady, "WhySérvice Stniks," RnsinesflNeek, Onobcr£3. 2000. pp. 1 lí!-12a.

23. Bruce Korovfiz. "Wltajtevcr Ituppvtied te Custonier Sgtvtee? Autatnal^l Answcilii^ Loti| Waits IrkConstimers." IJ.Sv-l Tb/íífj1. Se|itííiuln:r ¿6, 3003. p. Al.

2J. 1 lerovit/. "WliJiev^r t lappcned lo Customcr Servkcí Aulontated AnHvcríng. LongWiits Irk Consumen;," ¡vjM. í Jlmi McGinn, -UlucSkJos," MjgAJwtgie {March/April 32-3-t; Mclanie^tells.-UíJtlíJfthí' Skics." Forim. Cíctcilicr H, 2Ü02. P|i. [ittt-iitK; Amy GokhviitHLx "Soitisthing Stylish, Somcthing lllne," Hnstiu-ttZ.O, Fefcruar,' 1,2002, pp, 34-95. 2-fi. HowL-ver, s«e lillen Hay and Richard 1. t-'ox," ExiendedVttina.nl ies, Service Goqlmu h. and > laintenante Agrepmenl; A hlítriítiiiig Oppdfhi^lty?' ttffl5): 77 iwi.

27. slisíipi m, xuwqii^rsirtltdiirigbíliavloríri servit!; IndicUrtes; üijitoratory Stnily." Joumalaf Marketing i\pt\l 14JM): 71^33. Svcnlsn, Mldiael ülwarthnéahdqc l^nvll'flie mana^entem of Ousiomer*Contaei Service límpluye^: an Ifmpiricat tnvesirgafónr fimnMitqfMarketing (Odober lyJti): 52-7tií i^ix a. Mohr. Míir>' jn Bimer, and hcniiml ii. ilornn^

"( tl[Ic;lI Servio! IjiCíiMlUvra: Thí üíhl^tc's Vlctvpojnt." Jtxtnin! t>f Aíirri-í/ft^íOrtoher 1^:1^106; Linda L Pric^fcje I, Anwild, ¿tiitl Pairick lU'tiit}, "CiLtin^ to Küirviiics; MannjíiriH Sérvke ÍLiiconnlerii and aíícííiíiij; í'rovitler Pcrfenránce," ¡iHitintlof Marketing twSprll 1995): ¡Cufr: inishankar Ganvali. M¿trk J. Arnold, ai ni KrJíty P_ laijnmkliH, "Uiidcrstanding the Cuitomer ul" .Ser^'ict1 Frovíduíb,: An [ixiiniirintiun nfllie llilfereneus lietween Siviochers :ind Swytre,' ftntrmtl of Marketing 54 (July soooj: 65-87.

28. Giriitinn Gronroos, "A Senice Qupllty Meilel und il» Marketing iiii]ilic;ii¡t)iis." Baro¡>ean JonrnaiOf Marketing Ifl, no. 4 U984):

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