Services marketing

被引：5

作者：

Fine, Leslie M. ^{[1
]}

机构：

[1] Ohio State Univ, Fisher Coll Business, Columbus, OH 43210 USA

来源：

BUSINESS HORIZONS | 2008年 / 51卷 / 03期

关键词：

D O I：

10.1016/j.bushor.2008.01.008

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：163 / 168

页数：6

共 17 条

[1] TOWARD A CONCEPTUALIZATION OF CUSTOMER PRODUCTIVITY: THE CUSTOMER'S PERSPECTIVE ON TRANSFORMING CUSTOMER LABOR INTO CUSTOMER OUTCOMES USING TECHNOLOGY-BASED SELF-SERVICE OPTIONS [J].

Anitsal, Ismet ;

Schumann, David .

JOURNAL OF MARKETING THEORY AND PRACTICE, 2007, 15 (04) :349-363

[2] Back from the brink - Why customers stay [J].

Colgate, Mark ;

Tong, Vicky Thuy-Uyen ;

Lee, Christina Kwai-Choi ;

Farley, John U. .

JOURNAL OF SERVICE RESEARCH, 2007, 9 (03) :211-228

[3] ENCOURAGING EXISTING CUSTOMERS TO SWITCH TO SELF-SERVICE TECHNOLOGIES: PUT A LITTLE FUN IN THEIR LIVES [J].

Curran, James ;

Meuter, Matthew .

JOURNAL OF MARKETING THEORY AND PRACTICE, 2007, 15 (04) :283-298

[4] Service Recovery Paradox: A meta-analysis [J].

de Matos, Celso Augusto ;

Henrique, Jorge Luiz ;

Vargas Rossi, Carlos Alberto .

JOURNAL OF SERVICE RESEARCH, 2007, 10 (01) :60-77

[5]

*DEP TRANSP, 2007, AIR TRAV CONS REP

[6] Determinants of customer loyalty in the wireless telecommunications industry [J].

Eshghi, Abdolreza ;

Haughton, Dominique ;

Topi, Heikki .

TELECOMMUNICATIONS POLICY, 2007, 31 (02) :93-106

[7] Modeling the repatronage behavior of business airline travelers [J].

Harris, Jennifer ;

Uncles, Mark .

JOURNAL OF SERVICE RESEARCH, 2007, 9 (04) :297-311

[8] The positive and negative effects of switching costs on relational outcomes [J].

Jones, Michael A. ;

Reynolds, Kristy E. ;

Mothersbaugh, David L. ;

Beatty, Sharon E. .

JOURNAL OF SERVICE RESEARCH, 2007, 9 (04) :335-355

[9] The long-term impact of loyalty programs on consumer purchase behavior and loyalty [J].

Liu, Yuping .

JOURNAL OF MARKETING, 2007, 71 (04) :19-35

[10] Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions [J].

Maxham, JG .

JOURNAL OF BUSINESS RESEARCH, 2001, 54 (01) :11-24

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