Bettencourt, Lance A. and Kevin Gwinner. 1996. “Customization of the Service Experience: The Role of the Frontline Employee.”International Journal of Service Industry Management
7 (2): 3–20.CrossRef
Bitner, Mary Jo. 1990. “Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses.”Journal of Marketing
54 (April): 69–82.CrossRef
— 1995. “Building Service Relationships: It's All About Promises.”Journal of the Academy of Marketing Science
23 (4): 246–251.CrossRef
—, Bernard H. Booms, and Mary Stanfield Tetreault. 1990. “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.”Journal of Marketing
54 (January): 71–84.CrossRef
—,—, and Lois A. Mohr. 1994. “Critical Service Encounters: The Employee's Viewpoint.”Journal of Marketing
58 (October): 95–106.CrossRef
— and Amy R. Hubbert. 1994. “Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer's Voice.” InService Quality: New Directions in Theory and Practice. Eds. Roland T. Rust and Richard L. Oliver. Thousand Oaks, CA: Sage, 72–94.
Bolton, Ruth N. 1998. “A Dynamic Model of the Duration of the Customer's Relationship With a Continuous Service Provider: The Role of Satisfaction.”Marketing Science
17 (1): 45–65.CrossRef
Briones, Maricris G. 1999. “Resellers Hike Profits Through Service.”Marketing News 33 (4): 1–14.
Brown, Stephen W. 1997. “Service Recovery Through IT.”Marketing Management 6 (Fall): 25–27.
Chu, Wujin, Eitan Gerstner, and James D. Hess. 1998. “Managing Dissatisfaction: How to Decrease Customer Opportunism by Partial Refunds.”Journal of Service Research
1 (2): 140–155.CrossRef
Czepiel, John A. 1990. “Service Encounters and Service Relationships: Implications for Research.”Journal of Business Research
20 (January): 13–21.CrossRef
Dabholkar, Pratibha A. 1991. “Using Technology-Based Self-Service Options to Improve Perceived Service Quality.” InAMA Summer Educator's Conference Proceedings. Eds. Mary C. Gilly, Thomas W. Leigh, Marsha L. Richins, Alladi Venkatesh, Roby Roy Dholakia, F.Robert Dwyer, Alan J. Dubinsky, David Curry, Masaaki Kotabe, and Gerald E. Hills. Chicago: American Marketing Association, 534–535.
— 1994. “Technology-Based Service Delivery: A Classification Scheme for Developing Marketing Strategies.” InAdvances in Services Marketing and Management
, Vol. 3. Eds. Teresa A. Swartz., David E. Bowen, and Stephen W. Brown. Greenwich, CT: JAI, 241–271.CrossRef
— 1996. “Consumer Evaluations of New Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality.”International Journal of Research in Marketing
13 (1): 29–51.CrossRef
— 2000. “Technology in Service Delivery: Implications for Self-Service and Service Support.” InHandbook of Services Marketing and Management. Eds. Teresa A. Swartz and Dawn Iacobucci. Thousand Oaks, CA: Sage, 103–110.
Eastlick, Mary Ann. 1996. “Consumer Intention to Adopt Interactive Teleshopping.” Marketing Science Institute Working Paper. Report No. 96-113. Cambridge, MA.
Fisher, Lawrence M. 1998. “Here Comes Front-Office Automation.”Strategy & Business 13 (4th quarter): 53–65.
Fisk, Raymond P., Stephen W. Brown, and Mary Jo Bitner. 1993. “Tracking the Evolution of the Services Marketing Literature.”Journal of Retailing
69 (1): 61–103.CrossRef
Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, and Barbara Everitt Bryant. 1996. “The American Customer Satisfaction Index: Nature, Purpose and Findings.”Journal of Marketing
60 (October): 7–18.CrossRef
Gremler, Dwayne D. and Stephen W. Brown. 1999. “The Loyalty Ripple Effect: Appreciating the Full Value of Customers.”International Journal of Service Industry Management
10 (3): 271–291.CrossRef
Gwinner, Kevin P. 1997. “The Adaptive Behaviors of Boundary-Spanning Service Personnel: Identifying Antecedents and Consequences.” Dissertation. Arizona State University, Tempe.
Hart, Christopher W. 1996. “Made to Order.”Marketing Management 5 (2): 11–23.
—, James L. Heskett, and W. Earl Sasser, Jr. 1990. “The Profitable Art of Service Recovery.”Harvard Business Review 68 (July–August): 148–156.
Henkoff, Ronald. 1994. “Service is Everybody's Business.”Fortune, June 27, pp. 48-60.
Johnston, Robert. 1995. “Service Failure and Recovery: Impact, Attributes and Process.” InAdvances in Services Marketing and Management
. Eds. Teresa A. Swartz, David E. Bowen, and Stephen W. Brown. Greenwich, CT: JAI, 211–228.CrossRef
Keaveney, Susan M. 1995. “Customer Switching Behavior in Service Industries: An Exploratory Study.”Journal of Marketing
59 (April): 71–82.CrossRef
Kelley, Scott W. 1993. “Discretion and the Service Employee.”Journal of Retailing
69 (Spring): 104–126.CrossRef
Kotler, Philip and Gary Armstrong. 1997.Marketing: An Introduction. 4th ed. Upper Saddle River, NJ: Prentice Hall.
Leaf, Clifton. 1998. “The Death of Customer Service.”Smart Money (October): 131–137.
Lovelock, Christopher. 1994.Product Plus. New York: McGraw-Hill.
Meuter, Matthew L., Amy Ostrom, Robert Roundtree, and Mary Jo Bitner. Forthcoming. “Self-Service Technologies: Understanding Customer Satisfaction With Technology-Based Service Encounters.”Journal of Marketing.
Mick, David Glen and Susan Fournier. 1998. “Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies.” Marketing Science Institute Working Paper. Report No. 98-112. Cambridge, MA.
“Now Are You Satisfied?” 1998.Fortune, February 16, pp. 161-168.
Oliver, Richard L. 1997.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
—, Roland T. Rust, and Sajee Varki. 1997. “Customer Delight: Foundations, Findings, and Managerial Insight.”Journal of Retailing
73 (3): 311–336.CrossRef
Parasuraman, A. 1996. “Understanding and Leveraging the Role of Customer Service in External, Interactive, and Internal Marketing.” Frontiers in Services Conference, Nashville, TN. October 5.
—, Valarie A. Zeithaml, and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.”Journal of Marketing
49 (Fall): 41–50.CrossRef
—,—, and —. 1994. “Ressessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research.”Journal of Marketing
58 (January): 111–124.CrossRef
Pepper, Don and Martha Rogers. 1997.Enterprise One to One: Tools for Competing in the Interactive Age. New York: Doubleday.
Pine, B. Joseph II. 1993.Mass Customization: The New Frontier in Business Competition. Boston: Harvard Business School Press.
Quinn, James Brian. 1996. “The Productivity Paradox Is False: Information Technology Improves Service Performance.” InAdvances in Services Marketing and Management
, Vol. 5 Eds. Teresa A. Swatz, David E. Bowen, and Stephen W. Brown. Greenwich, CT: JAI, 71–84.CrossRef
Rayport, Jeffrey F. and John J. Sviokla. 1994. “Managing in the Marketspace.”Harvard Business Review 72 (November–December): 2–11.
— and —. 1995. “Exploiting the Virtual Value Chain.”Harvard Business Review 73 (November–December): 14–24.
Rust, Roland. 1998. “What Is the Domain of Service Research?”Journal of Service Research
1 (2): 107.CrossRef
Schneider, Benjamin and David E. Bowen. 1995.Winning the Service Game. Boston: Harvard Business School Press.
Shaffer, Richard A. 1999. “Handling Customer Service on the Web.”Fortune, March 1, pp. 204–208.
Shostack, G. Lynn. 1985. “Planning the Service Encounter.” InThe Service Encounter. Eds. John A. Czepiel, Michael R. Solomon, and Carol F. Surprenant. Lexington, MA: Lexington Books, 243–254.
Slater, Chuck. 1998. “This Company's Seen the Future of Customer Service.”Fast Company February–March, 34–36.
Smart, Tim. 1996. “Jack Welch's Encore.”Business Week, October 28, pp. 154–160.
Smith, Amy K. and Ruth N. Bolton. 1998. “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?”Journal of Service Research
1 (1): 65–81.CrossRef
Surprenant, Carol F. and Michael R. Solomon. 1987. “Predictability and Personalization in the Service Encounter.”Journal of Marketing 51 (April): 73–80.
Tax, Stephen S. and Stephen W. Brown. 1998. “Recovering and Learning From Service Failure.”Sloan Management Review 40 (1): 75–88.
—,—, and Murali Chandrashekaran. 1998. “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing.”Journal of Marketing
62 (April): 60–76.CrossRef
Winsted, Kathryn Frazer. 1997. “The Service Experience in Two Cultures: A Behavioral Perspective.”Journal of Retailing
73 (3): 337–360.CrossRef
Zahorik, Anthony J. and Roland T. Rust. 1992. “Modeling the Impact of Service Quality on Profitability: A Review.” InAdvances in Services Marketing and Management, Vol. 5. Eds. Teresa A. Swartz, David E. Bowen, and Stephen W. Brown. Greenwich, CT: JAI, 247–276.
Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. 1988. “Communication and Control Processes in the Delivery of Service Quality.”Journal of Marketing
52 (April): 35–48.CrossRef
—,—, and — 1996. “The Behavioral Consequences of Service Quality.”Journal of Marketing
60 (April): 31–46.CrossRef