Service Marketing: A Focus on Customer Experience and the Changing Roles of Customers and Consumers Vol. 3

Welcome to the Experience Economy B.J. Pine II and J.H. Gilmore Service Recovery Strategies for Single and Double Deviation Scenarios R. Johnston and A. Fern Self-Service Technologies: Understanding customer satisfaction with technology-based service encounters M.L. Meuter, A.L. Ostrom, R.I. Roundtree and M.J. Bitner Developing an eService Strategy C. Voss Retail Theater : The intended effect of the performance S. Baron, K. Harris and R. Harris Being in the Zone: Staging retail theater at ESPN zone Chicago J.F. Sherry Jr., R.V. Kozinets, D. Storm, A. Duhachek, K. Nuttavuthisit and B. DeBerry-Spence Customer Equity Management: Charting new directions for the future of marketing J.E. Hogan, K.N. Lemon and R.T. Rust Exploring Service Sabotage: The antecedents, types and consequences of frontline L.C. Harris and E. Ogbonna The Consequences of Dysfunctional Customer Behavior L.C. Harris and K.L. Reynolds The Professional Service Encounter in the Age of the Internet: An exploratory study G. Hogg, A. Laing and D. Winkelman Revisiting Consumption Experience: A more humble but complete view of the concept A. Caru and B. Cova Toward an Integrative Approach to Designing Service Experiences: Lessons learned from the theatre F.I. Stuart and S. Tax Internal Market Orientation: Construct and Consequences I.N. Lings Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives C. Lovelock and E. Gummesson E-S-QUAL: A multiple item scale for assessing electronic service quality A. Parasuraman, V.A. Zeithaml and A. Malhotra Experience Marketing: A review and reassessment C. Tynan and S. McKechnie