Services Marketing: People, Technology, Strategy

By K. Narasimhan. 2004

783 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/90d7cb7c34a4fd4087e05615a4e3152ddd1f4682

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Tourist risk perceptions and revisit intention: A critical review of literature (2017, background): “As a part of service sectors, tourism poses service-specific characteristics such as intangibility, inseparability, variability and perishability that intensify the perceived risk compared to goods (Grönroos, 2007; Lovelock & Wirtz, 2007; Zeithaml & Bitner, 1996).”
Measuring Experience Economy Concepts: Tourism Applications (2007, background): “The importance of the esthetic experience is well reflected in the concepts of servicescape or atmospherics for services marketing (Bitner 1992; Lovelock and Wirtz 2004); that is, customers’ patronage is highly influenced by the environmental characteristics of the business’ physical setting and…”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “…loyalty refers to “the customer’s willingness to continue patronizing a business over the long term, purchasing and using its goods and services on a repeated and preferably exclusive basis, and voluntarily recommending the firm’s products to friends and associates” (Lovelock, 2001, p. 151).”
Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, background): “Jaycustomers are defined as “ones who act in a thoughtless or abusive way, causing problems for the firm, its employees and other customers” (Lovelock, 2001, p. 73).”
Lean: A failed theory for public services? (2013, background): “This product-dominant flaw has persisted despite the growth of a substantive body of services management and servicedominant theory that challenges this product-dominant approach to public services delivery (for example, Gronroos, 2007; Lovelock and Wirtz, 2004; Lusch et al., 2007; Normann, 1991).”
Regulatory Focus Theory, Trust, and Privacy Concern (2009, background): “Many firms use the Internet as a cost-effective delivery channel of potentially highly customized services and benefit enormously through capturing and analyzing detailed customer and transaction data (e.g., Lovelock and Wirtz 2007, pp. 108-109).”
Non-linear relationship between industrial service offering and sales growth: The moderating role of network capabilities (2013, background): “For instance, customer segmentswith lowexpectations, because of using products with very little service needs, demand less and prefer lower overall prices for products and services, and hence favor free of charge service provision (Lovelock & Wirtz, 2007).”