Service Marketing: The Creation of the Sub-Discipline of Services Marketing Vol. 2

Service Positioning Through Structural Change G.L. Shostack SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality A. Parasuraman, V.A. Zeithaml and L.L. Berry Consumer Perceptions of Price, Quality and Value: A Means-End Model and Synthesis of Evidence V.A. Zeithaml Compatibility Management: Customer-to-Customer Relationships in Service Environments C.L. Martin and C.A. Pranter The Service Encounter: Diagnosing Favorable and Unfavorable Incidents M.J. Bitner, B.H. Booms and M.S. Tetreault Defining and Measuring the Quality of Customer Service B.R. Lewis and V.W. Mitchell The Profitable Art of Service Recovery C.W.L. Hart, J.L. Heskett and W.E. Sasser Jr. Technology, Design and Service Quality J. Kingman-Brundage Servicescapes: The impact of physical surroundings on customers and employees M.J. Bitner The Service Experience as Theater S.J. Grove and R.P. Fisk The Empowerment of Service Workers: What, why, how and when D.E. Bowen and E.E. Lawler Service Management: An Evaluation and the Future E. Gummesson The Scope of Internal Marketing: Defining the Boundary Between Marketing and Human Resource Management M. Rafiq and P.K. Ahmed The Commitment-Trust Theory of Relationship Marketing R.M. Morgan and S.D. Hunt Customer Loyalty: Toward an integrated conceptual framework A.S. Dick and K. Basu Putting the Service-Profit Chain to Work J.L. Heskett, T.O. Jones, G.W. Loveman, W.E. Sasser Jr. and L.A. Schlesinger Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm C.A. Grönroos The Importance of Servicescapes in Leisure Service Settings K.L. Wakefield and J.G. Blodgett Unacquainted Influencers: When strangers interact in the retail setting M.A. McGrath and C. Otnes Customers as Oral Participants in a Service Setting K. Harris, S. Baron and J. Ratcliffe SERVQUAL: Review, Critique, Research Agenda F. Buttle