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The service imperative
Bitner, Mary Jo; Brown, Stephen W. - In: Business Horizons 51 (2008) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10005333240
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Service Blueprinting: A Practical Technique for Service Innovation
Bitner, Mary Jo; Ostrom, Amy L.; Morgan, Felicia N. - In: California management review : CMR 50 (2008) 3, pp. 66-94
Persistent link: https://www.econbiz.de/10008056956
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The service-quality puzzle
Berry, Leonard L.; Parasuraman, A.; Zeithaml, Valarie A. - In: Business Horizons 31 (1988) 5, pp. 35-43
Persistent link: https://www.econbiz.de/10005333117
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Service firms need marketing skills
Parasuraman, A.; Berry, Leonard L.; Zeithaml, Valarie A. - In: Business Horizons 26 (1983) 6, pp. 28-31
Persistent link: https://www.econbiz.de/10005354082
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Quality counts in services, too
Berry, Leonard L.; Zeithaml, Valarie A.; Parasuraman, A. - In: Business Horizons 28 (1985) 3, pp. 44-52
Persistent link: https://www.econbiz.de/10005354166
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Customer Relationship Management - The Customer Pyramid: - Creating and Serving Profitable Customers
Zeithaml, Valarie A.; Rust, Roland T.; Lemon, Katherine N. - In: California management review : CMR 43 (2001) 4, pp. 118-142
Persistent link: https://www.econbiz.de/10006619187