| Referências: |
BÁSICA:
1- DIFERENCIANDO BENS DE SERVIÇOS;
ANDERSON, Eugene W.; FORNELL, Claes; RUST, Roland T. Customer Satisfacction, Productivity, and Profitability: Differences Between Goods and Services. Marketing Science. VOl 16, nº 02, p 129-145, 1997.
GRÔNRROS, Christian. Marketing Services: The Case of a Missing Product.
Journal of Business & Industrial Marketing. Vol.13, nº 4/5 p. 322-338, 1998.
LOVELOCK, Christopher; GUMMESSON, Evert. Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives. Journal of Service Research. Vol.07 ,n 001, p. 20-41, Aug., 2004.
SHOSTACK, G. Lynn. Breaking Free from Product Marketing. Journal of Marketing. P. 73-80, April, !977.
2- QUALIDADE EM SERVIÇOS
GRONRROS, Christian; HEINONEN, Fredrik; ISONIEMI, Kristina; LINDHOLM, Michael. The NetOffer Model: A Case Example from the Virtual Marketspace. Management Decision. Vol. 38, no 04 p. 243-252, 2000.
GRÔNRROS, Christian. Um Modelo de Qualidade de Servi os e suas Implica ıes para o Marketing. Revista de Administra ªo de Empresas. Vol. 46, n0 04, p. 88-95, 2006.
PARASURAMAN, A.; ZEITHAML, Valerie A.; BERRY, Leonard L. Um Modelo Conceitual de Qualidade de Servi o e suas Implica ıes para a Pesquisa no Futuro. Revista de Administra ªo de Empresas. Vol.46, n0 04, p. 96-
108, out/dez, 2006.
VOSS, Christopher A. Rethinking Paradigms of Service Service in a Virtual Environmental. International Journal of Operations & Production Management. Vol. 23, no 01, p. 88-104, 2003.
3- O AMBIENTE DE SERVIÇOS;
BITNER, M. Jo. Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of
Marketing, Vol. 56, n0 02, p. 57-71, Apr 1992.
GLEMLER, D. D.; BITNER, Mary Jo; EVANS, Kenneth R. The Internal Service Encounter. Logistics Information Management. Vol. 08, n0 04, p. 28-34, 1995.
HARTLINE, Michael D.; FERREL, O. C. The Management of Customer-Contact Service Employees: An
Empirical Investigation. Journal of Marketing. Vol. 60, p. 52-70, October, 1996.
TAYLOR, S. Waiting for Service: The Relationship Between Delays and Evaluations of Service. Journal of
Marketing. Vol. 58, n0 02, p. 56-70, April, 1994.
4- A PRODUTIVIDADE E A TECNOLOGIA NA ENTREGA DE SERVI˙OS;
BITNER, Mary Jo; FARANDA, William T.; HUBBERT, Amy R.; ZEITHAML, Valarie A. Customer Contributions and Roles in Service Delivery. International Journal of Service Industry Management. Vol. 08, n0 03, p. 193-205,
1997.
GRÔNRROS, Christian; OJASALO, Katri. Service Productivity: Towards a Conceptualization of the
Transformation of Inputs into Economic Results in Services. Journal of Business Research. Vol. 57, p. 414-423,
2004.
MEUTER, M. L.; OSTROM, A. L.; ROUNDTREE, R. I.; BITNER, M. J. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters. Journal of Marketing. Vol. 64, n0 03; p. 50-65,
Jul. 2000.
WIRTZ, Jochen; HERACLEOUS, Loizos; PANGARKAR, Nitin. Managing Human Resources for Service
Excellence and Cost Effectiveness at Singapore Airlines. Managing Service Quality. Vol. 18, no 01, p. 4-19, 2008.
5- O MARKETING DE RELACIONAMENTO E AS EXPECTATIVAS E PERCEPÇÕES DOS CLIENTES EM RELAÇÃO AOS SERVIÇOS;
BERRY, Leonard L. Relationship Marketing of Service Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science. Vol. 23, n0 04, p. 236-245, 1995.
GRÕNROOS, Christian. A Service-Orientated Approach to Marketing of Service. European Journal of Marketing.
Vol. 18, n0 08, p. 588-601, 1978.
PARASURAMAN, A.; BERRY, Leonard L.; ZEITHAML, Valarie. A. Understanding Customer Expectations of Service. Sloan Management Review. Vol. 32, n0 03, p. 39-48, 1991.
WIRTZ, J.; BATESON, J. E. G. Consumer Satisfaction with Services: Integrating the Environment Perspective in
Services Marketing into the Traditional Disconfirmation Paradigm. Journal of Business Research. Vol. 44, p. 55-
66, 1999.
6- A RECUPERAÇÃO DE FALHAS EM SERVIÇOS.
BAKER, Thomas L.; MEYER, Tracy; JOHNSON, J. D. Individual Differences in Perceptions of Service Failure and Recovery: The Role of Race and Discriminatory Bias. Journal of the Academy Marketing Science. Vol. 36, p.
552-564, 2008.
DONG, Beibei; EVANS, Kenneth R.; ZOU, Shaoming. The Effects of Customer Participation in Co-created Service Recovery. Journal of the Academy Marketing Science. Vol. 36, p. 123-137, 2008.
MATTILA, A.; PATTERSON, P. The Impact of Culture on Consumers Perceptions of Service Recovery Efforts. Journal of Retailing. Vol. 80, p. 196-206, 2004.
WIRTZ, Jochen; MATTILA, Anna S. Consumer Responses to Compensation, Speed of Recovery and Apology after a Service Failure. International Journal of Service Industry Management. Vol. 15, n0 02, p. 150-166, 2004.
COMPLEMENTAR:
1 DIFERENCIANDO BENS DE SERVIÇOS;
EASINGWOOD, Christopher J.; ARNOTT, David. C. Priorities in Services Marketing. International Journal of Service Industry Management. Vol. 02, no 02, p. 20-37, 1991.
GRÕNROOS, Christian. From Scientific Management to Service Management: A Management Perspective for the Age of Service Competition. International Journal of Service Industry Management. Vol. 05, no 01, p. 05-20,
1994.
GRÕNRROS, Christian. Internationalization Strategies for Service. Journal of Services Marketing. Vol. 13, no 4/5 p.
290-297, 1999.
LOVELOCK, Christopher. Classifying Services to Gain Strategic marketing Insights. Journal of Marketing. Vol. 47, no 03, Summer, p. 9-20, 1983.
MURRAY, Keith B.; SCHLACTER, John L.; The Impact of Services Versus Goods on Consumers Assessment of Perceived Risk and Variability. Journal of the Academy of Marketing Science. Vol. 18, n0 01, p. 51-65, 1990.
VARGO, Stephen L.; LUSCH, Robert F. Evolving to a New Dominant Logic for Marketing. Journal of Marketing.
Vol. 68, p. 1-17, Jan., 2004.
VARGO, S.; LUSCH, R. From Goods to Service(s): Divergences and Convergences of Logic. Industrial Marketing Management. Vol. 37, p.254-259, 2008.
2 A QUALIDADE EM SERVIÇOS;
BATESON, John. Consumer Performance and Quality in Services. Managing Service Quality. Vol.12, n0 04, p. 206-
209, 2002.
CRISTOBAL, E.; FLAVI`N, C.; GUINAL˝U, M. Perceived E-Service Quality (PeSQ): Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty. Managing Service Quality. Vol. 17, no 03, p. 317-340,
2007.
DAVES, Jillian; ROWLEY, Jennifer. Negative Evaluations of Service Quality A Framework for Identification and Response. Journal of Marketing Practice: Applied Marketing Science. Vol. 05, no 02, p. 46-55, 1999.
MALHOTRA, Naresh K.; ULGADO, Francis M.; AGARWAL, James; BAALBAKI, Imad B. International Services Marketing: A Comparative Evaluation of the Dimensions of Service Quality Between Developed and Developing Countries. International Marketing Review. Vol. 11, n0 02, p. 05-15, 1994.
MILLS, Peter K. On the Quality of Services in Encounters: An Agency Perspective. Journal of Business Research.
Vol. 20, p. 31-41, 1990.
PARASURAMAN, A.; ZEITHAML, Valarie. A.; BERRY, Leonard L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. Vol. 64, n0 01, p. 12-40, Spring 1988.
PARASURAMAN, A.; BERRY, Leonard L.; ZEITHAML, Valarie. A. Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing. Vol. 67, n0 04, p. 420-451, Winter 1991.
PARASURAMAN, A.; ZEITHAML, Valarie A.; MALHOTRA, Arvind. E-S-QUAL: A Multiple-Item Scale for
Assessing Eletronic Service Quality. Journal of Service Research. Vol. 7, no 03, p.213-233, 2005.
SANTOS, Jessica. E-Service Quality: A Model of Virtual Service Quality. Managing Service Quality. Vol. 13, no 03, p.233-246, 2003.
WIRTZ, Jochen; LWIN, May O.; WILLIAMS, Jerome D. Causes and Consequences of Consumer Online Privacy Concern. International Journal of Service Industry Management. Vol. 18, no 04, p.326-348, 2007.
ZEITHAML, V.; BERRY, L.; PARASURAMAN, A. Problems and Strategies in Services Marketing. Journal of Marketing. Vol. 49, n0 02, p. 33-46, Spring, 1985.
ZEITHAML, V.; BERRY, L.; PARASURAMAN, A. The Behavioral Consequences of Service Quality. Journal of Marketing. Vol. 60, p. 31-40, April 1996.
ZEITHAML, V. A.; PARASURAMAN, A.; MALHOTRA, Arvind. Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science. Vol. 30, no 04, p.362-375, 2002.
3 O AMBIENTE DE SERVIÇOS;
BAKER, Julie; PARASURAMAN, A.; GREWAL, Dhruv; VOSS, Glenn B. The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions. Journal of Marketing. Vol. 66, p.
120-141, April, 2002.
BITNER, Mary Jo; BOOMS, Bernard H.; TETREAULT, Mary Stanfield. The Service Encounter: Diagnosing
Favorable and Unfavorable Incidents. Journal of Marketing. Vol. 54, n0 01, p. 71-85, Jan., 1990.
GREWAL, Dhruv; BAKER, Julie; LEVY, Michael; VOSS, Glenn B. The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing. Vol. 79, p.259-268, 2003.
MITTAL, Banwari; LASSAR, Walfried M. The Role of Personalization in Service Encounters. Journal of Retailing.
Vol. 72, n0 01, p. 95-109, 1996.
PRICE, Linda L.; ARNOULD, Eric J.; TIERNEY, Patric. Going to Extremes: Managing Service Encounters and Assessing Provider Performance. Journal of Marketing. Vol. 59, n0 02, p. 83-97, Apr. 1995.
4- A PRODUTIVIDADE E A TECNOLOGIA NA ENTREGA DE SERVIÇOS;
BITNER, Mary Jo; BROWN Stephen W.; MEUTER, Matthew L. Technology Infusion in Service Encounters. Journal of the Academy of Marketing Science. Vol. 28, n0 01, p. 138-150, Winter, 2000.
HERACLEOUS, Loizos; WIRTZ, Jochen. Biometrics: the Next Frontier in Service Excellence, Productivity and Security in the Service Sector. Managing Service Quality. Vol. 16, no 01, p. 12-22, 2006.
NG, Irene C.L.; WIRTZ, Jochen; LEE, Khai Sheang. The Strategic Role of Unused Service Capacity. International Journal of Service Industry Management. Vol. 10, no 02 p. 211-238, 1999.
5- O MARKETING DE RELACIONAMENTO E AS EXPECTATIVAS E PERCEP˙ ES DOS CLIENTES EM RELA˙O AOS SERVI˙OS;
BEBKO, C.P. Service Intangibility and Its Impact on Consumer Expectations of Service Quality. Journal of Services Marketing. Vol. 14, n0 01, p. 09-26, 2000.
BENDAPUDI, N; BERRY, L. Customers Motivations for Maintaining Relationship With Service Providers.
Journal of Retailing. Vol. 73, n0 01, p. 15-37, 1997.
BERRY, Leonard L. Relationship Marketing of Service Perspectives from 1983 and 2000. Journal of Relationship
Marketing. Vol. 01, n0 01, p. 59-77, 2002.
BLOEMER, Jose; RUYTER, Ko de; WETZELS, Martin. Linking Perceived Service Quality and Service Loyalty: A Multi-Dimensional Perspective. European Journal of Marketing. Vol. 33, n0 11/12, p. 1082-1106, 1999.
CRONIN JR, J. Joseph; TAYLOR, Steven A. SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus- Expectations Measurement of Service Quality. Journal of Marketing. Vol. 58, p. 125-131,
1994.
GRAYSON, K.; AMBLER, Tim. The Dark Side of Long-Term Relationship in Marketing Service. Journal of Marketing Research. Vol. 36, n0 01, p. 132-141, Feb. 1999.
GRNROOS, Christian. Relationship Approach to Marketing in Service Contexts: The Marketing and
Organization Behavior Interface. Journal of Business Research. Vol. 20, p. 3-11, 1990.
GRNROOS, Christian. Marketing as Promise Management: Regaining Customer Management for Marketing.
Journal of Business & Industrial Marketing. Vol. 24, n0 05/06, p. 351-359, 2009.
GUMMENSSON, Evert. Productivity, Quality and Relationship Marketing in Service Operations. International Journal of Contemporary Hospitality Management. Vol. 10, no 01 p. 4-15, 1998.
JOHNS, Nick; HOWARD, Antony. Customer Expectations versus Perceptions of Service Performance in the Foodservice Industry. International Journal of Service Industry Management. Vol. 09, n0 03, p. 248-266, 1998.
KINARD, Brian R.; CAPELLA, Michael L. Relationship Marketing: The Influence of Consumer Involvement on Perceived Service Benefits. Journal of Service Marketing. Vol. 20, no 06 p. 359-368, 2006.
LEWIS, Barbara R. Service Quality: An International Comparison of Bank Customers Expectations and
Perceptions. Journal of Marketing Management. Vol. 07, p. 47-62, 1991.
ROBERTS, Keith; VARKI, Sajeev; BRODIE, Rod. Measuring the Quality of Relationship in Consumer Services: An Empirical Study. European Journal of Marketing. Vol. 37, no 01/02, p. 169-196, 2003.
STERN, Barbara B. Advertising Intimacy: Relationship Marketing and the Service Consumer. Journal of
Advertising. Vol. 26, no 04, p. 7-19, Winter 1997.
SULTAN, Fareena; SIMPSON JR, Merlin C. International Service Variants: Airline Passenger Expectations and Perceptions of Service Quality. Journal of Services Marketing. Vol. 14, n0 03, p. 188-316, 2000.
TAX, Stephen S.; BROWN, Stephen W.; CHANDRASHECARAN, M. Customer Evaluations of Service Complain Experiences: Implications for Relationship Marketing. Journal of Marketing. Vol. 62, no 02, p. 60-76, April, 1998.
TEAS, R. Kenneth. Expectations, Performance Evaluation, and Consumers Perceptions of Quality. Journal of Marketing. Vol. 57, p. 18-34, 1993.
VARKY, Sajeev; WONG, Shirley. Consumer Involvement in Relationship Marketing of Service. Journal of Service
Research. Vol. 06, no 01, p. 83-91, August, 2003.
VOSS, Glenn B.; PARASURAMAN, A. The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges. Journal of Marketing. Vol.62, n0 04, p. 46-61, October, 1998.
ZEITHAML, Valerie A.; BERRY, Leonard L.; PARASURAMAN, A. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science. Vol.21, n0 01, p. 1-12, 1993.
6 A RECUPERAÇÃO DE FALHAS EM SERVIÇOS.
BONIFIELD, Carolyn; COLE, Catherine A. Better Him Than Me: Social Comparison Theory and Service Recovery. Journal of the Academy Marketing Science. Vol. 36, p. 565-577, 2008.
BRANDY, Michael K.; CRONIN JR, J. Joseph; FOX, Gavin L.; ROEHM, Michelle L. Strategies to Offset Performance Failures: The Role of Brand Equity. Journal of Retailing. Vol. 84, n0 02, p. 151-164, 2008.
CHOI, Sunmee; BRANDY, MATTILA, Anna S. Perceived Controllability and Service Expectations: Influences and Customer Reactions Following Service Failure. Journal of Business Research. Vol. 61, p. 24-30, 2008.
GREWAL, Dhruv; ROGGEVE, Anne L.; TSIROS, Michael. The Effect of Compensation on Repurchase Intentions in Service Recovery. Journal of Retailing. Vol. 84, n0 04, p. 424-434, 2008.
HESS JR, Ronald L.; GANESAN, Shankar; KLEIN, Noreen M. Service Failure and Recovery: The Impact of Relationship Factors on Consumer Satisfaction. Journal of the Academy Marketing Science. Vol. 31, n0 02, p. 127-
145, 2003.
KELLEY, Scott W.; DAVIS, Mark A. Antecedents to Consumer Expectations for Service Recovery. Journal of the Academy Marketing Science. Vol. 22, n0 01, p. 52-61, 1994.
RINGBERG, T.; SCHRDER, G.; CHRISTENSEN, Glenn L. A Cultural Models Approach to Service Recovery. Journal of Marketing. Vol. 71, p. 194-214, 2007.
SMITH, Amy K.; BOLTON, Ruth N.; WAGNER, Janet. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research. Vol. 36, p. 356-372, 1999.
SMITH, Amy K.; BOLTON, Ruth N. The Effect of Customers Emotional Responses to Service Failure on their Recovery Effort Evaluation and Satisfaction Judgments. Journal of the Academy Marketing Science. Vol. 30, n0 01, p. 5-23, 2002. |