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K. Hoffman, S. Kelley, Holly Rotalsky (1995)
Tracking service failures and employee recovery effortsJournal of Services Marketing, 9
R. Zemke, C. Bell
Service recovery: doing it right the second time
Cynthia Webster (1991)
Influences Upon Consumer Expectations of ServicesJournal of Services Marketing, 5
A. Parasuraman, L. Berry, V.A. Zeithaml
Understanding customer expectations of service
V. Zeithaml, L. Berry, A. Parasuraman (1993)
The nature and determinants of customer expectations of serviceJournal of the Academy of Marketing Science, 21
H. Calonius
A buying process model
C.W.L. Hart
The power of unconditional service guarantees
(1989)
My Employees are My Service Guarantee
Richard Spreng, G. Harrell, R. Mackoy (1995)
Service recovery: Impact on satisfaction and intentionsJournal of Services Marketing, 9
C. Fornell, B. Wernerfelt (1987)
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical AnalysisJournal of Marketing Research, 24
C. Lovelock
Product Plus: How Product Plus Service Equals Competitive Advantage
C. Power
Smart selling: how companies are winning over today’s tougher customer
N. Nguyen
Le renforcement de l’image des entreprises de services
M. Bitner (1995)
Building service relationships: It’s all about promisesJournal of the Academy of Marketing Science, 23
L. Berry (1995)
On Great Service: A Framework for Action
Rose Johnson, Michael Tsiros, R. Lancioni (1995)
Measuring service quality: a systems approachJournal of Services Marketing, 9
S. Kelley, Mark Davis (1994)
Antecedents to customer expectations for service recoveryJournal of the Academy of Marketing Science, 22
T.G. Vavra
After Marketing: How to Keep Customers for Life through Relationship Marketing
C. Hart, J. Heskett, W. Sasser (1990)
The profitable art of service recovery.Harvard business review, 68 4
M. Gilly (1987)
Postcomplaint Processes: From Organizational Response to Repurchase BehaviorJournal of Consumer Affairs, 21
(1988)
SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY
M. Bitner, B. Booms, M. Tetreault (1990)
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:Journal of Marketing, 54
Contends that service relationship marketing is all about promises: in order to keep a promise made to potential customers, service companies must ensure delivery of their promises. Discusses the making of promises: what to promise the consumer; why every service firm should strive to fulfill its promises; and what to do if the promises cannot be kept. Presents recommendations pertaining to these three aspects of making promises.
Journal of Services Marketing – Emerald Publishing
Published: Jun 1, 1997
Keywords: Consumer marketing; Internal marketing; Promotion; Relationship marketing; Service operations
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