1. Tony Patey, 'Lufthansa lends an ear to pas senders'. The European (29 April-5 May 1994), p. 22..
2. 'The manufacturing myth', The Economist (19 March 1994), pp 98-9; Ronald Ilenkofl, 'Service is everybody's business', Ffirnme (27 June 1994), pp. 48-6G.
3. See Leonard L. Berry, 'Services marketing is different', Business (May-June 198G), pp. 24-3G; Karl Albrecht,.At America's Service (Homewood, IL: Dow-Jones-Irwin, 1988); William H. Davidow and llro Uttal, Total Customer b'ej-uice.' The ultimate weapon (New York: Harper & Row, 1989). ('or more on definitions and classifications: of services, see John E. Batcson, Managing Semites Marketing: Text and readings (Qinsdale, IL: Drydcn Press, 1989); Christopher H. Lovelock, Services Marketing (Englewood Cliffs, NJ: Prentiee Hall, 1991).
4. See Theodore Levitt, 'Marketing intangible products and product in tangibles'. Harvard Business Re-utero (May-June 1981), pp, 94-1G2.
5. For more discussion, see James L. Heskett, 'Lessons in the service sector'. Harvard Business Review (March-April 1987), pp. 122-4; E. Gummcsson, Quality Management in Service Organisations (New York: International Service Quality Association. St John's University, 1993).
ft R..T. Rust and A.J. Zahorik, 'Customer satisfaction, customer retention, and market share', Journal tif Retailing, 69, 2 (Summer 1993), pp. 193-215; James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr and Leonard A. Selilesinger, 'Putting the serviee-profit chain to work', Harvard Business Review (March-April 1994), pp. 164-74,
7. For more reading on internal and interactive marketing, see Christian Gronroos, 'Internal marketing- theory ami practice', in T.M. Bloeh, G.D. Upah and V.A. Zcithaml (eds.), Services Marketing in a Changing Environment (American Marketing Association, 1985); Leonard Berry, Edwin F. Lefkowith, and Terry Clark, 'In services, what's in a name?', Harvard /Justness Review (September-October 19R8), pp. 28-3G; Richard J. Varey, 'A model of internal marketing for building and sustaining n competitive advantage'. Journal of Marketing Management, 11 (January/February/April 1995), pp. 41-54.
8. See Joseph Cronin, Jr, and Steven A. Taylore, 'Measuring service quality: a re-examination and extension'. Journal of Marketing (July 1992), pp. 55-68; R.J. Allio and J.M. Patten, 'The market share/excellence equation', Himning Review
(September-October 1991), p 15; David Italiantyne, Martin Christopher and Adrian Payne, 'Improving the quality of services marketing1 service (re)design is the critieal link', Journal ofMarketing Management, 11 (January/February/ April 1995), pp. 7-24.
9. John Paul Newport, 'American Express: service that sells', Fortune (20 November 1989), p, 20; Frank Rose, 'Now quality means service too', fortune (22 April 1991), pp. 97108.
10. C. Gronroos, Strategic Management and Marketing in the Service Sector (Bromley: C hartwell-Bratt, 1985), pp. 38-40; A. Parasuratnan, Valarie A. Zeithaml and Leonard L. Berry, 'A conceptual model of service quality and its implications for future research', Journal ofMarketing, 49 (Fall 1985), pp. 41-50; Valarie Zeithaml, Leonard L. Berry and A. Parasuraman, Delivering Semice Quality.- Balancing customer perceptions and expectations (New York: Free Press, 1990); and Parasuraman, Zeithaml and Berry, 'Reassessment of expectations as a comparison standard in measuring service quality; implications for further research', Journal ofMarketing, 58 (January 1994), pp, 111-24.
1 1. Parasuraman era!., 'A conceptual model', op. eit
12. Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr, 'The profitable art of service recover,'1, Harvard Business Review (July-Aug. 1990), pp. 148-56.
13. See James I.. Heskett, W. Earl Sasser, Jr, and Christopher W.I,. Hart, Service Breakthroughs (New York: Free Press, 1990)
14. Sec Stephen S, Roach, 'Services under siege - the restructuring imperative', Harvard Business Review (September-October 1991), p. S3; Leonard A Schlesinger and James L. Heskett, 'The service-driven service company', Harvard Business Review (September-October 1991), pp, 72-81.
15. Nora E. Field and Ricardo Sookdeo, 'The global service 500', Fortune (26 August 1991). pp, 166-70; Tom Hayes, 'Services go international'Marketing .Yews (14 March 1994), pp. 1415; 'Schools brief; trade winds'. The Economist (8 November 1997), pp. 124-5,
16. Michael R, Cuinkota and llkka A. Ronkaincn, International Marketing, 2nd cdn (Chicago, IL: Dryden, 1990), p. 679,
17. Lee Smith, 'What's at stake in the trade talks', fortune (27 August 1990), pp. 76-7.
Was this article helpful?
You already recognize that rich individuals think differently than middle class or poor individuals in every aspect of life. But particularly when it comes to money. That's why they're rich. Their selections and decisions just by nature bring about riches.