Whither Services Marketing?

By C. Lovelock, E. Gummesson. 2004

1,121 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/c0bbbe7e9fbbf9f4f4fd30eea6d16716c83854d4

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Citations in the corpus

Service-Dominant Logic as a Foundation for Service Science: Clarifications (2009, background): “…by distinguishing between them in terms of alternative types of products, even in the effort to direct positive attention towards service(s), reflects a central, G-D logic orientation, one that is specifically questioned in S-D logic (e.g., Vargo and Lusch 2004b; Lovelock and Gummesson 2004).”
Service Innovativeness and Firm Value (2013, background): “In contrast, e-innovations are often centrally produced, separable, homogeneous or consistent due to standardized processes (Lovelock and Gummesson 2004), highly scalable (Sawhney, Balasubramanian, and Krishnan 2004), and functionally uncertain due to potential failures associated with selfservice…”
When less is more: Consumer aversion to unused utility (2012, background): “We manipulate waste via the buy-versus-rent decision—a frequently encountered dilemma that has received recent attention (Pocheptsova, Kivetz, & Dhar, 2007) and may conceptually overlap with the good-service distinction (Lovelock & Gummesson, 2004).”
Customer Reactions to Service Separation (2010, background): “Lovelock and Gummesson (2004) contend that customers can benefit from separated services by saving time and effort and by enjoying a higher quality of work done by professionals. providers of credence services may use different delivery modes, depending on the criticality of the task.”
Contagious Effects of Customer Misbehavior in Access-Based Services (2016, background): “In most access-based services, manufactured goods or durables constitute the core of the offering (Lovelock and Gummesson 2004).”
The burdens of ownership: reasons for preferring renting (2010, background): “Finally, although the growing demand for non-ownership services represents a new opportunity for the paradigm of services marketing (Lovelock and Gummesson, 2004), the present findings suggest that the time is not yet ripe for such marketing to be directed at some potential target groups.”
To earn is not enough: A means-end analysis to uncover peer-providers' participation motives in peer-to-peer carsharing (2017, background): “Although initially these services were referred to as non-ownership services (Lovelock and Gummesson, 2004; Moeller and Wittkowski, 2010; Wittkowski et al., 2013), in recent publications, the term access-based services (Bardhi and Eckhardt, 2012; Schaefers et al., 2015a, 2015b) has found…”
From goods to service(s): Divergences and convergences of logics (2008, background): “Yet, it is difficult to break free from the constraints of dominant paradigms, as evidenced by the continual reference to the subdiscipline's archetypical differentiators, despite protests (e.g., Fern & Brown, 1984; Lovelock & Gummesson, 2004; Vargo & Lusch, 2004b).”
Qualitative research in marketing (2005, background): “For example, to understand services it is not sufficient to compare it to goods, which has so far been common (Lovelock and Gummesson, 2004).”
Examining the Impact of Service Quality: A Meta-Analysis of Empirical Evidence (2009, background): “…Organization for Economic Cooperation and Development countries (OECD 2005), researchers recognize a paradigmatic shift in marketing from the exchange of goods toward a service-centered model of exchange in which the customer plays a pivotal role (Lovelock and Gummesson 2004; Vargo and Lusch 2004).”
Pricing strategy: A review of 22 years of marketing research (2017, neutral): “The results of the current review indicate growing PSR interest in services, yet their specific characteristics—such as the non-ownership of services (Lovelock & Gummesson, 2004) and the opportunities and challenges this presents—raise interesting, rarely investigated questions for devising…”
Assessing behavior before it becomes behavior (2005, background): “Lovelock and Gummesson (2004) have recently questioned the validity of the traditional distinction between services and goods (in terms of intangibility, heterogeneity, inseparability, and perishability), and as an alternative, to better capture the unique nature of services, they suggest a focus on”