... Underlying such failures is often a lack of understanding of some of the
key principles of service marketing and management.
Technological change affects many other types of services, too, from airfreight ...
Service Management and Marketing (Lexington MA: Lexington Books, 199 0), 31—34;John
Bowen, "Development of a Taxonomy of Services to Gain Strategic...
... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21, no. 1 ( 199 3): 1-12.
predicted service: ... Advances in Service Marketing and Management
(Greenwich, CT:JAI Press, 199 4), 175- 199 .
28. Amy Risch Rodie and Susan Schultz Klein, " ;Customer Participation...
...
AMACOM, 199 7).
26. Amy L. Ostrom and Christopher Hart, " ;Service Guarantees: Research and Practice," in
Teresa A. Schwartz and Dawn Iacobucci, Handbook of Service Marketing and Management, ... problem and retain
a customer s goodwill.
Source: Lovelock, Patterson, and Walker, Services Marketing Australia and New Zealand {Sydney: Prentice Hall, 199 8)....
... free; thereafter $65
9. 99% (min. charge $0.50)*
19. 99% (min. charge $0.50)
22 .99 %
3% of transaction value (min. $5)
2% of cash advance value (min. $10)
$ 29
$ 29
$ 29
Due by 10 A.M. on payment ... d'Aix-Marseille III, 199 2), 296 -316.
5. James C.Anderson and James A. Narus, "Capturing the Value of Supplementary
Services," Harvard Business Review, 73...
... for Services," The Journal of Services
Marketing 13, no. 4/5 ( 199 9): 290 - 297 .
18. J.William Gurley,"How the Web Will Warp Advertising," Fortune, 9 November 199 8,
1 19- 120.
19.
... Advertising of Services: Meeting the Challenge of Intangibility,"
Journal of Service Research 2 (August 199 9): 98 -116.
6. Legg and Baker,"Advertising Strate...
... THREE . SERVICE MARKETING STRATEGY
The Power of Service Brands
brand: a name, phrase,
design, symbol, or some
combination of these
elements that identifies a
company's services and
differentiates ... sofa-bed and 2 chairs
• Large desk
• Coffee table
• Coffee maker and small refrigerator
SERVICE STANDARDS
Full service including:
• Rapid check in/check out s...
... Berry, and A. Parasuraman, "The Nature and Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21, no. 1 ( 199 3): 1-12.
satisfaction-profit ... battles, and even reproductions of
Venice and its canals.
Servicescape Design
The term servicescape describes the style and appearance of the physical surroundings...
... Roles in
Service Delivery," International Journal of Service Industry Management 8, no. 3 ( 199 7}: 193 -205.
service preview: a
demonstration of how a
service works to educate
customers ... "The Nature and Determinants of Customer Expectations of Services,"
Journal of the Academy of Marketing Science 21 ( 199 3).
8. Valarie A. Zeithaml, Leonard...