Skip to main content

Dienstleistungsmarketing — Entwicklung und künftige Perspektiven

  • Chapter
Innovationen im sektoralen Marketing
  • 3040 Accesses

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 119.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 129.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literatur

  • Berry L L (1986) Big Ideas in Services Marketing. Journal of Consumer Marketing, Vol. 3 No. 2 Spring: 47–51

    Google Scholar 

  • Berry L L (2000) Leonard L. Berry. In: Fisk R P, Grove S J, John J (Eds) Service Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts. Chicago: 1–18

    Google Scholar 

  • Corsten H (1985) Die Produktion von Dienstleistungen. Vahlen. Berlin

    Google Scholar 

  • Corsten H (1988) Betriebswirtschaftslehre der Dienstleistungsunternehmungen-Einführung. Vahlen. München/Wien

    Google Scholar 

  • Davis, F D (1989) Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 319–340

    Google Scholar 

  • Donabedian A (1980) The Definition of Quality and Approaches to its Assessment, Explorations in Quality, Assessment and Monitoring, Vol. I. Ann Arbor, Michigan

    Google Scholar 

  • Enis B M, Roering K J (1981) Service Marketing: Different Products, Similar Strategy. In: Donelly H J, George W R (Eds.) Marketing of Services. AMA Proceeding Series, Chicago: 1–4

    Google Scholar 

  • Hentschel B (1990) Die Messung der wahrgenommenen Dienstleistungsqualität mit SERVQUAL. Marketing Zeitschrift für Forschung und Praxis, Heft 4, IV. Quartal 1990: 230–240

    Google Scholar 

  • Liljander V, Strandvik T (1993a) Different Comparison Standards as Determinants of Service Quality. Paper presented at the Conference of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Knoxville, Tennessee, 2.–5. 6.1993

    Google Scholar 

  • Liljander V (1993b) Modeling perceived service quality using different comparison standards. In: EIASM proceedings-Workshop on Quality Management in Services III, Helsinki 1993: 303–331

    Google Scholar 

  • Maleri R (1973) Grundlagen der Dienstleistungsproduktion. Springer-Lehrbuch. Berlin/Heidelberg/New York

    Google Scholar 

  • Meyer A (1983) Dienstleistungs-Marketing. Erkenntnisse und praktische Beispiele. Verlag FGM. Augsburg

    Google Scholar 

  • Meyer A, Mattmüller R (1987) Qualität von Dienstleistungen-Entwurf eines praxisorientierten Qualitätsmodells. Marketing Zeitschrift für Forschung und Praxis, Heft 3 August 1987: 187–195

    Google Scholar 

  • Meyer A (1998) Handbuch Dienstleistungs-Marketing (HG). Schäffer-Poeschel. Stuttgart

    Google Scholar 

  • Meyer A, Fichtel S (2003) Trends und Zukunft der Dienstleistungsforschung. In: Fließ S (Hg) Tendenzen im Dienstleistungsmarketing, DUV, Gabler, Wiesbaden

    Google Scholar 

  • Parasuraman A, Zeithaml V, Berry L L (1985) A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, Vol. 49 (Fall 1985): 41–50

    Google Scholar 

  • Parasuraman A, Zeithaml V, Berry L L (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64 No. 1 (Spring 1988): 12–40

    Google Scholar 

  • Scheuch F (1982) Dienstleistungsmarketing. Vahlen, München

    Google Scholar 

  • Scheuch F (2001) Dienstleistungsmarketing. Vahlen, München

    Google Scholar 

  • Shostack G L (1977) Breaking Free from Product Marketing. Journal of Marketing, April 1977: 73–80

    Google Scholar 

  • Shostack G L (1984) Designing Services that Deliver. Harvard Business Review, Jan–Feb 1984: 133–139

    Google Scholar 

  • Zeithaml V A (1981) How Consumer Evaluation Processes Differ between Goods and Services. In: Donelly H J, George W R (Eds.) Marketing of Services. AMA Proceeding Series, Chicago: 186–190

    Google Scholar 

  • Zeithaml V A, Parasuraman A, Berry L L (1990) Delivering Quality Service-Balancing Customer Perceptions and Expectations. The Free Press, New York: 46

    Google Scholar 

  • Zeithaml V A, Parasuraman A, Berry L L (1992) Qualitätsservice-Was Ihre Kunden erwarten-was Sie leisten müssen, Campus, Frankfurt/New York: 62

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2005 Physica-Verlag Heidelberg

About this chapter

Cite this chapter

Scharitzer, D. (2005). Dienstleistungsmarketing — Entwicklung und künftige Perspektiven. In: Holzmüller, H.H., Schuh, A. (eds) Innovationen im sektoralen Marketing. Physica-Verlag HD. https://doi.org/10.1007/3-7908-1638-8_5

Download citation

Publish with us

Policies and ethics