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Jeff D. Opdyke, «Family Finance: Consumers Increasingly Use Internet to Price Auto Insurance», Wall Street Journal , May 25, 2005, p. D2; Lynna Goch, «Gearing Up: Insurers Are Using Driver Safety Programs, Sharply Focused Advertising, and the Internet to Court Teen Drivers», Best’s Review , October 2003, pp. 20+; Christоpher Oster, «Car Insurers Get Into the Repair Business», Wall Street Journal, April 8, 2003, p. D1; «In Brief: Progressive Leads Performance List», American Banker , March 30, 2004, p. 9 (www.progressive.com).
364
Valarie A. Zeithaml, «How Customer Evaluation Processes Differ Between Goods and Services», in J. Donnelly and W.R. George, eds., Marketing of Services , (Chicago: American Marketing Association, 1981), pp. 186–90.
365
Amy Ostrom and Dawn Iacobucci, «Consumer Trade-offs and the Evaluation of Services», Journal of Marketing (January 1995): 17—28.
366
Theodore Levitt, «Marketing Intangible Products and Product Intangibles», Harvard Business Review (May–June 1981): 94–102; Leonard L. Berry, «Services Marketing Is Different», Business , May–June 1980, pp. 24—30.
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B. H. Booms and M. J. Bitner, «Marketing Strategies and Organizational Structures for Service Firms», in J. Donnelly and W. R. George, eds., Marketing of Services (Chicago: American Marketing Association, 1981), pp. 47—51.
368
Lewis P. Carbone and Stephаn H. Haeckel, «Engineering Customer Experiences», Marketing Management 3 (Winter 1994): 17.
369
Bernd H. Schmitt, Customer Experience Management (New York: John Wiley & Sons, 2003).
370
Debra Zahay and Abbie Griffin, «Are Customer Information Systems Worth It? Results from B2B Services», Marketing Science Institute Working Paper , Report No. 02–113, 2002.
371
W. Earl Sasser, «Match Supply and Demand in Service Industries», Harvard Business Review (November–December 1976): 113—140.
372
Carol Krol, «Case Study: Club Med Uses E-mail to Pitch Unsold, Discounted Packages», Advertising Age , December 14, 1998, p. 40; www.clubmed.com.
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Seth Godin, «If It’s Broke, Fix It», Fast Company , October 2003, p. 131.
374
Bruce Horovitz, «Whatever Happened to Customer Service? Automated Answering, Long Waits Irk Consumers», USA Today , September 26, 2003, p. A1.
375
Bruce Horovitz, «Whatever Happened to Customer Service? Automated Answering, Long Waits Irk Consumers», USA Today , September 26, 2003, p. A1.
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Susan M. Keaveney, «Customer Switching Behavior in Service Industries: An Exploratory Study», Journal of Marketing (April 1995): 71—82; Michael D. Hartline and O. C. Ferrell, «The Management of Customer-Contact Service Employees: An Empirical Investigation», Journal of Marketing (October 1996): 52—70; Lois A. Mohr, Mary Jo Bitner, and Bernard H. Booms, «Critical Service Encounters: The Employee’s Viewpoint», Journal of Marketing (October 1994): 95–106; Lindа L. Price, Eric J. Arnould, and Patrick Tierney, «Going to Extremes: Managing Service Encounters and Assessing Provider Performance», Journal of Marketing (April 1995): 83—97; Jaishankar Ganesh, Mark J. Arnold, and Kristy E. Reynolds, «Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers», Journal of Marketing 64 (July 2000): 65—87.
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Christian Gronroos, «A Service Quality Model and Its Marketing Implications», European Journal of Marketing 18, no. 4 (1984): 38—39; Michael D. Hartline, James G. Maxham III, and Daryl O. McKee, «Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees», Journal of Marketing (April 2000): 35—50.
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Nilly Landau, «Are You Being Served?» International Business (March 1995): 38—40.
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Carolyn Marconi and Donna MacFarland, «Growth by Marketing Under the Radar», Marketing Science Institute Board of Trustees Meeting: Pathways to Growth, November 7, 2002.
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Dan McGinn, «BlueSkies», MBA Jungle (March/April 2002): 32—34; Melanie Wells, «Lord of the Skies», Forbes , October 14, 2002, pp. 130—138; Amy Goldwasser, «Something Stylish, Something Blie», Business 2.0 , February 1, 2002, pp. 94—95.
384
Jena McGregor, «The Starbucks of Pharmacies», Fast Company , April 2005, pp. 62—63; Christopher Rowland, «The Pharmacists in Chains Promote Personal Touch to Keep Edge Over Mail-Order Firms», Boston Globe , December 10, 2003, p. D1.
385
Douglas Hanks III, «Cirque du Soleil Seeks $100M in Funds», Miami Herald , September 2, 2005 (www.herald.com); Matthew Miller, «The Acrobat», Forbes , March 15, 2004, pp. 100—102.
386
Glenn B. Voss, A. Parasuraman, and Dhruv Grewal, «The Role of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges», Journal of Marketing 62 (October 1998): 46—61.
387
A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry, «A Conceptual Model of Service Quality and Its Implications for Further Research», Journal of Marketing (Fall 1985): 41—50; Susan J. Devlin and H.K. Dong, «Service Quality from the Customers’ Perspective», Marketing Research: A Magazine of Management and Applications , Winter 1994, pp. 4–13; William Boulding, Ajay Kalra, and Richard Staelin, «A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions», Journal of Marketing Research (February 1993): 7–27.
388
Leonard L. Berry and A. Parasuraman, Marketing Services: Competing Through Quality (New York: The Free Press, 1991), p. 16.
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James L. Heskett, W. Earl Sasser, Jr., and Christopher W.L. Hart, Service Breakthroughs (New York: Free Press, 1990).
390
Leonard L. Berry, Kathleen Seiders, and Dhruv Grewal, «Understanding Service Convenience», Journal of Marketing 66 (July 2002): 1–17.
391
Mary Jo Bitner, «Self-Service Technologies: What Do Customers Expect?» Marketing Management (Spring 2001): 10—11; Matthew L. Meuter, Amy L. Ostrom, Robert J. Round-tree, and Mary Jo Bitner, «Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters», Journal of Marketing Management 64 (July 2000): 50—64.
392
John Goodman, Technical Assistance Research Program (TARP), U.S. Office of Consumer Affairs Study on Complaint Handling in America, 1986; Albrecht and Zemke, Service America !; Berry and Parasuraman, Marketing Services ; Roland T. Rust, Bala Subramanian, and Mark Wells, «Making Complaints a Management Tool», Marketing Management 1, no. 3 (1992): 41—45; Stephen S. Tax, Stephen W. Brown, and Murali Chandrashekaran, «Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing», Journal of Marketing (April 1998): 60—76.
393
Stephen S. Tax and Stephen W. Brown, «Recovering and Learning from Service Failures», Sloan Management Review (Fall 1998): 75—88.
394
Dale Buss, «Success from the Ground Up», Brandweek , June 16, 2003, pp. 21—22.
395
Kirstin Downey Grimsley, «Service with a Forced Smile, Safeway ‘s Courtesy Campaign Also Elicits Some Frowns», Washington Post , October 18, 1998, p. A1; Suzy Fox, «Emotional Value: Creating Strong Bonds with Your Customers», Personnel Psychology , April 1, 2001, pp. 230—234.
396
Milind M. Lele ans Uday S. Karmarkar, «Good Product Support Is Smart Marketing», Harvard Business Review (November–December 1999): 124—132.
397
Результаты исследования влияния опозданий с обслуживанием на оценку качества обслуживания вы можете найти в: Shirley Taylor, «Waiting for Service: The Relationship Between Delays and Evaluations of Service», Journal of Marketing (April 1994): pp. 56—69; Michael K. Hui and David K. Tse, «What to Tell Customers in Waits of Different Lengths», Journal of Marketing (April 1996); 81—90.
398
Jack Neff, «It Worked: Ad Boost Pays Off for Colgate; Unilever Also Sees Sales and Share Uptick, But Both Still Lag Behind P&G», Advertising Age , August 8, 2005, pp. 3+; Susanna Howard, «P&G, Unilever Court the World’s Poor», Wall Street Journal , June 1, 2005, pp. 1+; «Procter & Gamble Poses Competitive Threat to India Detergent Nirma», The Economic Times , December 20, 2004, n.p.; Eric Bellman and Deborah Ball, «Unilever, P&G Wage Price War for Edge in India», Wall Street Journal , August 11, 2004, p. B1.
399
Michael Menduno, «Priced to Perfection», Business 2.0, March 6, 2001, pp. 40—42.
400
Подробный обзор исследований ценообразования приведен в работе: Chezy Ofir and Russel S. Winer, «Pricing: Economic and Behavioral Models», in