Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts

Published on Jul 1, 2000
Raymond P. Fisk34
Estimated H-index: 34
Stephen J. Grove29
Estimated H-index: 29
Joby John9
Estimated H-index: 9
The editors of this introspective gathered the pioneers of services marketing, which 20 years ago was hardly considered a legitimate academic field of study, and asked them to offer their perspectives regarding the foundation, evolution, and destiny of services marketing. This volume will provide future generations with a personal and professional statement of the core assumptions behind services marketing - assumptions that are a constant subtext to scholarship, but are rarely articulated. A statement of these assumptions becomes more important as academia becomes more interdisciplinary and lines between academic areas become less distinct. This volume will be an authoritative answer to the inevitable question: What was services marketing?
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#1Rebekah Russell-Bennett (QUT: Queensland University of Technology)H-Index: 24
#2Charmaine Glavas (QUT: Queensland University of Technology)H-Index: 7
Last. Geoff Smith (QUT: Queensland University of Technology)H-Index: 1
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作为一种视角和心智模式,服务主导逻辑自2004年提出以来已经经过十几年的发展,并产生了丰富的研究成果。然而国内外仍缺乏对服务主导逻辑核心观点的系统性探讨,也未追溯其理论根源。这无疑会对其进一步发展产生不利影响。本文从服务、价值和资源,以及由此引申出的对交换内容、主体、地点和方式的界定着手,探讨服务主导逻辑的内涵,回答什么是服务主导逻辑的问题。从早期经济学家的观点和企业成长理论、核心能力理论以及资源优势理论,服务营销、关系营销、体验营销和消费文化理论,以及网络概念和制度思想等方面入手,阐释服务主导逻辑的理论渊源,回答为什么是服务主导逻辑的问题。以此为基础,本研究在结论部分重新梳理了服务主导逻辑的11个基本前提,并呼吁学者们在理论和实证研究方面做出更多的探索。 As a kind of perspective and mindset, service-dominant logic has been developed for more than 10 years since it was proposed in 2004, and has produced abundant researc...
#1Marcello Sansone (University of Cassino)H-Index: 3
#2Vincenzo Formisano (University of Cassino)H-Index: 4
This paper aims to analyze the relationship between marketing innovation and performance of an enterprise, studying in particular the banking sector. So after a brief review of the literature on services marketing and on the issue of business innovation, through the methodology of the single case (Yin, 1994; Dubois & Gadde, 2002), that is appropriate because of the complexity of the phenomenon, the research analyzes how innovation of bank managementiainterpreted as a tendency to integrate strate...
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#1Peter A. Voyer (U of W: University of Windsor)H-Index: 3
#2Chatura Ranaweera (WLU: Wilfrid Laurier University)H-Index: 13
Purpose – Primarily, the purpose of this paper is to investigate the interaction and direct effects of tie strength between sender and receiver of word of mouth (WOM) and the receiver’s service purchase decision involvement on WOM influence. A secondary aim is to investigate how a distinctive conceptualization of perceived risk, consisting of two types (outcome risk and psychosocial risk), affects service purchase decision involvement. A conceptual model incorporating these constructs and associ...
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#1David E. Bowen (ASU: Arizona State University)H-Index: 39
#2Benjamin SchneiderH-Index: 72
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#1Yuanyuan Zhou (HUST: Huazhong University of Science and Technology)H-Index: 3
#2Alex S.L. Tsang (Hong Kong Baptist University)H-Index: 15
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Conventional wisdom suggests that service providers should respond to their failures as quickly as possible. Some research, however, points out that delaying resolutions may produce highly desirable results. The study here investigates these competing views by examining under which conditions an immediate or a delaying resolution produces more positive consumer responses in term of re-patronage and negative word-of-mouth intentions. Based on the concept of service separation, this research ident...
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#1Cristiana Raquel Lages (Lboro: Loughborough University)H-Index: 16
#2Cláudia Simões (OU: Open University)H-Index: 15
Last. Werner H. Kunz (University of Massachusetts Boston)H-Index: 20
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Purpose – The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper seeks to examine the history of the service marketing community and argues that it may be an archetype for building the emergent global service research community.Design/methodology/approach – The study combines qualitative and quantitative approaches. The authors interviewed four pioneering service scholars and also collecte...
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#1Gunita LaursoneH-Index: 1
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Introduction - High volatility (Vergidis, Tiwari & Majeed, 2006) and uncertainty (Eisenhardt, 2002) have increased the unpredictability and competitiveness for all types of businesses (Magal &a ...
Increasingly service providers show customers some activities originally in the backstage but few are known about the phenomenon from theoretical viewpoints. The purpose of this study is to conduct an exploratory investigation of positive backstage visibility and the corresponding perceived values. The CIT method was applied to analyze 387 service experiences in Greater China (including Mainland China, Macau, and Taiwan). The categorization of backstage visibility was classified by two dimension...
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