SERVICES MARKETING MANAGEMENT

Bateson, J.E.G. and Hoffman, K. D. (2010). Services Marketing, International Edition, 4th Edition, Cengage.

• Fisk, R., Grove, S.J., and John, J. (2007). Interactive Services Marketing Houghton Mifflin Company. • Lovelock, C. H. and J.Wirtz (2010).Services Marketing, Pearson. • Palmer, A. (2011). Principles of Services Marketing, McGraw-Hill Higher Education. • Pine, J. and Gilmore, J.H. (2011). The Experience Economy: Work is the theatre and Every Business is a Stage II, Harvard Business School Press. • Wilson, A., Zeithaml, V. A., Bitner, M.J. and Gremler, D.D. (2008). Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill Higher Education. • Zeithaml, V. A., Bitner, M.J. and Gremler, D.D. (2008). Services Marketing, McGraw-Hill Higher Education. • Μάρκετινγκ Υπηρεσιών, Σπύρος Γούναρης, Εκδόσεις Rossili (in Greek). Key Academic Literature • Alexander, Nicholas and Andrew Lockwood (1996), "Internationalisation: A Comparison of Hotel and Retail Sectors," Service Industries Journal, 16 (October), 458-473. • Berry, Leonard L. and A. Parasuraman (1993), "Building a New Academic Field-the Case of Services Marketing," Journal of Retailing, 69 (Spring), 13-60. • Berry, Leonard L. and A. Parasuraman, (1997), "Listening to the Customer-The Concept of a Service-Quality Information System," Sloan Management Review, 38 (Spring), 65-76. • Bitner, Mary Jo (1992), "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing, 56 (April), 57-71. • Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault (1990), "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, 54 (January), 71-84. • Bowen, David E. and Edward L. Lawler III (1992), "The Empowerment of Service Workers: What, Why, How, and When." Sloan Management Review, 33 (Spring), 31-39. • Bowen, David E. and Edward E. Lawler (1995), "Empowering Service Employees," Sloan Management Review, 36 (Summer), 73-84. • Cronin Jr., Joseph J. and Steven A. Taylor (1992), "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 56 (July), 55-68. • Fisk, Raymond P., Stephen W. Brown, and Mary Jo Bitner (1993), "The Evolution of the Services Marketing Literature," Journal of Retailing, 69 (Spring), 61-103. • Gounaris, S. (2005), "The role of trust and commitment in customer retention: insights from B2B services", Journal of Business Research, vol. 58, pp.126 • Lovelock, Christopher H. (1983), "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, 47 (Summer), 9-20. • Parasuraman, A., Valarie Zeithaml, and Leonard L. Berry (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49, (Fall), 41-50.