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Marketing Renaissance: Opportunities and Imperatives for Improving Marketing Thought, Practice, and Infrastructure
Brown, Stephen W.; Webster, Frederick E.; Steenkamp, … - In: Journal of marketing 69 (2005) 4, pp. 1-25
Persistent link: https://www.econbiz.de/10005920866
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Choosing Among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies
Meuter, Matthew L.; Bitner, Mary Jo; Ostrom, Amy L.; … - In: Journal of marketing 69 (2005) 2, pp. 61-83
Persistent link: https://www.econbiz.de/10005922642
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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, Stephen S.; Brown, Stephen W.; Chandrashekaran, Murali - In: Journal of marketing 62 (1998) 2, pp. 60-76
Persistent link: https://www.econbiz.de/10005977708
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Strategy & Organization - Delivering Excellent Service: - Lessons from the Best Firms
Ford, Robert C.; Heaton, Cherrill P.; Brown, Stephen W. - In: California management review : CMR 44 (2001) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10006618450
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Tracking the Evolution of the Services Marketing Literature
Fisk, Raymond P.; Brown, Stephen W.; Bitner, Mary Jo - In: Journal of retailing 69 (1993) 1, pp. 61-103
Persistent link: https://www.econbiz.de/10006638522
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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/10007894589
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An expanded and strategic view of discontinuous innovations: deploying a service-dominant logic
Michel, Stefan; Brown, Stephen W.; Gallan, Andrew S. - In: Journal of the Academy of Marketing Science 36 (2008) 1, pp. 54-66
Persistent link: https://www.econbiz.de/10007908096
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Customer positivity and participation in services: an empirical test in a health care context
Gallan, Andrew S.; Jarvis, Cheryl Burke; Brown, Stephen W. - In: Journal of the Academy of Marketing Science 41 (2013) 3, pp. 338-356
Persistent link: https://www.econbiz.de/10010096149
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Shaping, organizing, and rethinking service innovation: a multidimensional framework
Rubalcaba, Luis; Michel, Stefan; Sundbo, Jon; Brown, … - In: Journal of service management 23 (2012) 5, pp. 696-716
Persistent link: https://www.econbiz.de/10010026072
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Recovering and Learning from Service Failure
Tax, Stephen S.; Brown, Stephen W. - In: Sloan management review 40 (1998) 1, pp. 75-88
Persistent link: https://www.econbiz.de/10006301435