Periodic Table of Marketing Strategy logo: MS element tile, number 26The Periodic Table of Marketing Strategy v1.0

Column 10 · 75 works

Service, Value, and Experience

Anderson, Laurel, Amy L. Ostrom, Canan Corus, Raymond P. Fisk, Andrew S. Gallan, Mario Giraldo, Martin Mende, Mark Mulder, Steven W. Rayburn, Mark S. Rosenbaum, Kunio Shirahada, and Jerome D. Williams (2013), “Transformative Service Research: An Agenda for the Future”, Journal of Business Research, 66 (8), 1203–10.

Berry, Leonard L. (1981), “The Employee as Customer”, Journal of Retail Banking, 3 (1), 33–40.

Berry, Leonard L. (1983), “Relationship Marketing”, in Emerging Perspectives on Services Marketing, Leonard L. Berry, G. Lynn Shostack, and Gregory D. Upah, eds. Chicago: American Marketing Association, 25–28.

Berry, Leonard L. (1995), “Relationship Marketing of Services: Growing Interest, Emerging Perspectives”, Journal of the Academy of Marketing Science, 23 (4), 236–45.

Berry, Leonard L., Venkatesh Shankar, Janet Turner Parish, Susan Cadwallader, and Thomas Dotzel (2006), “Creating New Markets Through Service Innovation”, MIT Sloan Management Review, 47 (2), 56–63.

Berry, Leonard L. and A. Parasuraman (1993), “Building a New Academic Field: The Case of Services Marketing”, Journal of Retailing, 69 (1), 13–60.

Bitner, Mary Jo (1990), “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses”, Journal of Marketing, 54 (2), 69–82.

Bitner, Mary Jo (1992), “Servicescapes: The Impact of Physical Surroundings on Customers and Employees”, Journal of Marketing, 56 (2), 57–71.

Bitner, Mary Jo, Stephen W. Brown, and Matthew L. Meuter (2000), “Technology Infusion in Service Encounters”, Journal of the Academy of Marketing Science, 28 (1), 138–49.

Bitner, Mary Jo, Amy L. Ostrom, and Felicia N. Morgan (2008), “Service Blueprinting: A Practical Technique for Service Innovation”, California Management Review, 50 (3), 66–94.

Brady, Michael K. and J. Joseph Cronin Jr. (2001), “Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach”, Journal of Marketing, 65 (3), 34–49.

de Brentani, Ulrike (1989), “Success and Failure in New Industrial Services”, Journal of Product Innovation Management, 6 (4), 239–58.

Cronin, J. Joseph, Jr., Michael K. Brady, and G. Tomas M. Hult (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments”, Journal of Retailing, 76 (2), 193–218.

Cronin, J. Joseph, Jr. and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, 56 (3), 55–68.

Dabholkar, Pratibha A. (1996), “Consumer Evaluations of New Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality”, International Journal of Research in Marketing, 13 (1), 29–51.

Fisk, Raymond P., Stephen W. Brown, and Mary Jo Bitner (1993), “Tracking the Evolution of the Services Marketing Literature”, Journal of Retailing, 69 (1), 61–103.

Gelbrich, Katja and Holger Roschk (2011), “A Meta-Analysis of Organizational Complaint Handling and Customer Responses”, Journal of Service Research, 14 (1), 24–43.

Gremler, Dwayne D. and Kevin P. Gwinner (2000), “Customer-Employee Rapport in Service Relationships”, Journal of Service Research, 3 (1), 82–104.

Grönroos, Christian (1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18 (4), 36–44.

Grönroos, Christian (1994), “From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing”, Management Decision, 32 (2), 4–20.

Grönroos, Christian (2006), “Adopting a Service Logic for Marketing”, Marketing Theory, 6 (3), 317–33.

Grönroos, Christian and Päivi Voima (2013), “Critical Service Logic: Making Sense of Value Creation and Co-Creation”, Journal of the Academy of Marketing Science, 41 (2), 133–50.

Gummesson, Evert (1987), “The New Marketing: Developing Long-Term Interactive Relationships”, Long Range Planning, 20 (4), 10–20.

Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), “Relational Benefits in Services Industries: The Customer's Perspective”, Journal of the Academy of Marketing Science, 26 (2), 101–14.

Hartline, Michael D. and O.C. Ferrell (1996), “The Management of Customer-Contact Service Employees: An Empirical Investigation”, Journal of Marketing, 60 (4), 52–70.

Hart, Christopher W.L., James L. Heskett, and W. Earl Sasser Jr. (1990), “The Profitable Art of Service Recovery”, Harvard Business Review, 68 (4), 148–56.

Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger (1994), “Putting the Service-Profit Chain to Work”, Harvard Business Review, 72 (2), 164–74.

Homburg, Christian, Wayne D. Hoyer, and Martin Fassnacht (2002), “Service Orientation of a Retailer's Business Strategy: Dimensions, Antecedents, and Performance Outcomes”, Journal of Marketing, 66 (4), 86–101.

Hong, Ying, Hui Liao, Jia Hu, and Kaifeng Jiang (2013), “Missing Link in the Service Profit Chain: A Meta-Analytic Review of the Antecedents, Consequences, and Moderators of Service Climate”, Journal of Applied Psychology, 98 (2), 237–67.

Huang, Ming-Hui and Roland T. Rust (2018), “Artificial Intelligence in Service”, Journal of Service Research, 21 (2), 155–72.

Huang, Ming-Hui and Roland T. Rust (2021), “Engaged to a Robot? The Role of AI in Service”, Journal of Service Research, 24 (1), 30–41.

Johne, Axel and Chris Storey (1998), “New Service Development: A Review of the Literature and Annotated Bibliography”, European Journal of Marketing, 32 (3/4), 184–251.

Kumar, V., Ilaria Dalla Pozza, and Jaishankar Ganesh (2013), “Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research”, Journal of Retailing, 89 (3), 246–62.

Larivière, Bart, David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich, and Arne De Keyser (2017), ““Service Encounter 2.0”: An Investigation into the Roles of Technology, Employees and Customers”, Journal of Business Research, 79, 238–46.

Lemon, Katherine N. and Peter C. Verhoef (2016), “Understanding Customer Experience Throughout the Customer Journey”, Journal of Marketing, 80 (6), 69–96.

Levitt, Theodore (1972), “Production-Line Approach to Service”, Harvard Business Review, 50 (5), 41–52.

Lovelock, Christopher and Evert Gummesson (2004), “Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives”, Journal of Service Research, 7 (1), 20–41.

Lovelock, Christopher H. (1983), “Classifying Services to Gain Strategic Marketing Insights”, Journal of Marketing, 47 (3), 9–20.

Maxham, James G., III and Richard G. Netemeyer (2002), “A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts”, Journal of Marketing, 66 (4), 57–71.

McCollough, Michael A., Leonard L. Berry, and Manjit S. Yadav (2000), “An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery”, Journal of Service Research, 3 (2), 121–37.

Meuter, Matthew L., Amy L. Ostrom, Robert I. Roundtree, and Mary Jo Bitner (2000), “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters”, Journal of Marketing, 64 (3), 50–64.

Meyer, Christopher and Andre Schwager (2007), “Understanding Customer Experience”, Harvard Business Review, 85 (2), 116–26.

Ostrom, Amy L., Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich (2010), “Moving Forward and Making a Difference: Research Priorities for the Science of Service”, Journal of Service Research, 13 (1), 4–36.

Ostrom, Amy L., Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang, and Janet R. McColl-Kennedy (2021), “Service Research Priorities: Managing and Delivering Service in Turbulent Times”, Journal of Service Research, 24 (3), 329–53.

Ostrom, Amy L., A. Parasuraman, David E. Bowen, Lia Patrício, and Christopher A. Voss (2015), “Service Research Priorities in a Rapidly Changing Context”, Journal of Service Research, 18 (2), 127–59.

Palmatier, Robert W., Rajiv P. Dant, Dhruv Grewal, and Kenneth R. Evans (2006), “Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis”, Journal of Marketing, 70 (4), 136–53.

Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 49 (4), 41–50.

Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64 (1), 12–40.

Patrício, Lia, Raymond P. Fisk, João Falcão e Cunha, and Larry Constantine (2011), “Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting”, Journal of Service Research, 14 (2), 180–200.

Pine, B. Joseph, II and James H. Gilmore (1998), “Welcome to the Experience Economy”, Harvard Business Review, 76 (4), 97–105.

Rathmell, John M. (1966), “What Is Meant by Services?”, Journal of Marketing, 30 (4), 32–36.

Regan, William J. (1963), “The Service Revolution”, Journal of Marketing, 27 (3), 57–62.

Reichheld, Frederick F. and W. Earl Sasser Jr. (1990), “Zero Defections: Quality Comes to Services”, Harvard Business Review, 68 (5), 105–11.

Rust, Roland T., Christine Moorman, and Peter R. Dickson (2002), “Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?”, Journal of Marketing, 66 (4), 7–24.

Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1995), “Return on Quality (ROQ): Making Service Quality Financially Accountable”, Journal of Marketing, 59 (2), 58–70.

Rust, Roland T. and Ming-Hui Huang (2012), “Optimizing Service Productivity”, Journal of Marketing, 76 (2), 47–66.

Sasser, W. Earl and Stephen P. Arbeit (1976), “Selling Jobs in the Service Sector”, Business Horizons, 19 (3), 61–65.

Schneider, Benjamin and David E. Bowen (1995), Winning the Service Game. Boston: Harvard Business School Press.

Shostack, G. Lynn (1977), “Breaking Free from Product Marketing”, Journal of Marketing, 41 (2), 73–80.

Shostack, G. Lynn (1984), “Designing Services That Deliver”, Harvard Business Review, 62 (1), 133–39.

Shostack, G. Lynn (1987), “Service Positioning Through Structural Change”, Journal of Marketing, 51 (1), 34–43.

Singh, Jagdip (1988), “Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues”, Journal of Marketing, 52 (1), 93–107.

Smith, Amy K., Ruth N. Bolton, and Janet Wagner (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery”, Journal of Marketing Research, 36 (3), 356–72.

Solomon, Michael R., Carol Surprenant, John A. Czepiel, and Evelyn G. Gutman (1985), “A Role Theory Perspective on Dyadic Interactions: The Service Encounter”, Journal of Marketing, 49 (1), 99–111.

Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing”, Journal of Marketing, 62 (2), 60–76.

Vargo, Stephen L. and Robert F. Lusch (2004), “Evolving to a New Dominant Logic for Marketing”, Journal of Marketing, 68 (1), 1–17.

Vargo, Stephen L. and Robert F. Lusch (2008), “Service-Dominant Logic: Continuing the Evolution”, Journal of the Academy of Marketing Science, 36 (1), 1–10.

Vargo, Stephen L. and Robert F. Lusch (2016), “Institutions and Axioms: An Extension and Update of Service-Dominant Logic”, Journal of the Academy of Marketing Science, 44 (1), 5–23.

Verhoef, Peter C. (2003), “Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development”, Journal of Marketing, 67 (4), 30–45.

Verhoef, Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, and Leonard A. Schlesinger (2009), “Customer Experience Creation: Determinants, Dynamics and Management Strategies”, Journal of Retailing, 85 (1), 31–41.

Wirtz, Jochen, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, and Antje Martins (2018), “Brave New World: Service Robots in the Frontline”, Journal of Service Management, 29 (5), 907–31.

Woodruff, Robert B. (1997), “Customer Value: The Next Source for Competitive Advantage”, Journal of the Academy of Marketing Science, 25 (2), 139–53.

Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52 (3), 2–22.

Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60 (2), 31–46.

Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry (1985), “Problems and Strategies in Services Marketing”, Journal of Marketing, 49 (2), 33–46.