Abstract
So why have you picked up this book? Perhaps you are in a bookshop, browsing through titles and were attracted by its cover. Perhaps you bought it on-line and are now reading it in your bedroom. Maybe you’ve borrowed it from a friend and are browsing its pages during your coffee break. Whatever the circumstances, you, evidently, are the customer.
Keywords
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsReferences
Baker J (2009) BBC News http://news.bbc.co.uk/1/hi/magazine/7741199.stm. Accessed February 2009
ComputerPlanet (2009) http://www.computerplanet.co.uk/. Accessed 16 February 2009
Damasio AR (1999) The Feeling of What Happens. Heinemann, London
Damasio AR (2006) Descartes’ error: emotion, reason and the human brain. Vintage, London
Economist (2005) Mind Games. Economist. 374(8409): 71
Elephant (2009) http://www.elephant.co.uk/?media=adwo5. Accessed 15 February 2009
Endsleigh (2009) http://www.endsleigh.co.uk/car-insurance.html. Accessed February 2009
Gadrey J (2000) The characterization of goods and services: An alternative approach. Review of income and wealth. 3(3): 369–387
Gladwell M (2006) Blink: The Power of Thinking Without Thinking. Penguin, London
Goleman D (1996) Emotional Intelligence: Why it Can Matter More Than IQ. Bloomsbury Publishing PLC, London
Grabenhorst FRET, Parris BA (2008) From affective value to decision-making in the prefrontal cortex. European Journal of Neuroscience 28(9): 1930–1939
Heath RG, Brandt D, Nairn A (2006) Brand relationships – strengthened by emotion, weakened by attention. Journal of Advertising Research. 46(4): 410–419
Heath R, Feldwick P (2008) Fifty years using the wrong model of advertising. International Journal of Market Research. 50(1): 29–59
Hill D (2003) Tell Me No Lies: Using Science to Connect with Consumers. Journal of Interactive Marketing. 17(4): 61–72
Hill P (1999) Tangibles, intangibles and services: A new taxonomy for the classification of output. Canadian Journal of Economics 32(2): 421–426
Jaguar (2009) http://www.jaguar.co.uk/uk/en/xk/build/buildyourown.htm. Accessed 13 February 2009
Knutson B, Rick S, Wimmer G, et al. (2007) Neural predictors of purchases. Neuron 53(1): 147–156
Laibson D (2005) Impatience and Savings. NBER Reporter Fall
Ledoux J (1998) The Emotional Brain: The Mysterious Underpinnings of Emotional Life. Weidenfeld and Nicolson, London
Levitt T (1981) Marketing Intangible Products and Product Intangibles. Harvard Business Review 59(3): 94–102
Lovelock C (2004). The Future of Services Marketing: Trick or Treat for Practitioners, Customers, Students and Academics? lovelock.com. www.lovelock.com/associates/images/news/Frontiers2004FutureofServicesMarketing.pdf. Accessed 31 October 2004
Morse G (2006) Decisions and Desire. Harvard Business Review 84(1):4251
PCSpecialist (2009) http://www.pcspecialist.co.uk/index.php?page=formindex&gclid=CPeGltvB5pgCFcST3wodg33ibw. Accessed 15 February 2009
Salvador R, Folger R G (2009) Business Ethics and the Brain. Business Ethics Quarterly 19(1):131
Smith A (1776) The Wealth of Nations. Wiley, Chichester
Slack N, Lewis M (2003) http://road.uww.edu/road/bramorst/250768/Slack%20PowerPoints/ch02.ppt. Accessed 14 February 2009
Slack N, Chambers S, Johnston R (2006) Operations Management, Financial Times/Prentice Hall, London
Swaminathan N (2007) Brain Damage for Easier Moral Choices. Scientific American 296(6): 36
Virgin.com (2009) http://www.virgin.com/AboutVirgin/WhatWeAreAbout/WhatWeAreAbout.aspx. Accessed 16 February 2009
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Springer Science+Business Media, LLC
About this chapter
Cite this chapter
Dhaliwal, J.S., Macintyre, M., Parry, G. (2011). Understanding Services and the Customer Response. In: Macintyre, M., Parry, G., Angelis, J. (eds) Service Design and Delivery. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8321-3_1
Download citation
DOI: https://doi.org/10.1007/978-1-4419-8321-3_1
Published:
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4419-8320-6
Online ISBN: 978-1-4419-8321-3
eBook Packages: Computer ScienceComputer Science (R0)