214 CHAPTER11 DESIGNING ANDMANAGINGSERVICES
(1994): 5–13; John R. Hauser, Duncan I. Simester, and Birger Wernerfelt, “Internal
Customers and Internal Suppliers,”Journal of Marketing Research,August 1996, pp. 268–80.- Gronroos, “A Service Quality Model,” pp. 38–39.
- See Philip Kotler and Paul N. Bloom, Marketing Professional Services(Upper Saddle River,
NJ: Prentice-Hall, 1984). - Laurie J. Flynn, “Eating Your Young,”Context,Summer 1998, pp. 45–47; Louise Lee, “Can
Schwab Hang On to Its Heavy Hitters?”Business Week,January 31, 2000, p. 46; see also
Mark Schwanhausser, “Schwab Evolves in the Web Era,”Chicago Tribune,October 12, 1998,
Business Section, p. 10; and John Evan Frook, “Web Proves It’s Good for Business,”Internet
Week,December 21, 1998, p. 15. - See Valarie A. Zeithaml, “How Consumer Evaluation Processes Differ between Goods and
Services,” in Donnelly and George, eds., Marketing of Services,pp. 186–90. - Amy Ostrom and Dawn Iacobucci, “Consumer Trade-offs and the Evaluation of Services,”
Journal of Marketing,January 1995, pp. 17–28. - Suzanne Bidlake, “John Crewe, American Express Blue Card,”Advertising Age International,
December 14, 1998, p. 10; Sue Beenstock, “Blue Blooded,”Marketing,June 4, 1998, p. 14;
Pamela Sherrid, “A New Class Act at AMEX,”U.S. News & World Report,June 23, 1997,
pp. 39–40. - A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, “A Conceptual Model of
Service Quality and Its Implications for Future Research,”Journal of Marketing,Fall 1985,
pp. 41–50. See also Susan J. Devlin and H. K. Dong, “Service Quality from the Customers’
Perspective,”Marketing Research: A Magazine of Management & Applications,Winter 1994,
pp. 4–13; William Boulding, Ajay Kalra, and Richard Staelin, “A Dynamic Process Model of
Service Quality: From Expectations to Behavioral Intentions,”Journal of Marketing Research,
February 1993, pp. 7–27. - Ian C. MacMillan and Rita Gunther McGrath, “Discovering New Points of Differentiation,”
Harvard Business Review,July-August 1997, pp. 133–45. - See James L. Heskett, W. Earl Sasser, Jr., and Christopher W. L. Hart, Service Breakthroughs
(New York: Free Press, 1990). - Dan Brekke, “The Future Is Now—or Never,”New York Times Magazine,January 23, 2000,
pp. 30–33. - David Greising, “Quality: How to Make It Pay,”Business Week,August 8, 1994, pp. 54–59.
- “Hagens Berman Announces Class Action Lawsuit Against Toysrus.com; Class Action Calls
Toysrus.com ‘The E-Grinch Who Stole Christmas,’”Business Wire,January 12, 2000; Wendy
Zellner, “Shop Till the Ball Drops,”Business Week,January 10, 2000, pp. 42–44. - See John Goodman, Technical Assistance Research Program (TARP), U.S. Office of
Consumer Affairs Study on Complaint Handling in America,1986; Albrecht and Zemke, Service
America!;Berry and Parasuraman, Marketing Services;Roland T. Rust, Bala Subramanian,
and Mark Wells, “Making Complaints a Management Tool,”Marketing Management1, no. 3
(1992): 41–45; Stephen S. Tax, Stephen W. Brown, and Murali Chandrashekaran,
“Customer Evaluations of Service Complaint Experiences: Implications for Relationship
Marketing,”Journal of Marketing,April 1998, pp. 60–76. - Stephen S. Tax and Stephen W. Brown, “Recovering and Learning from Service Failure,”
Sloan Management Review,Fall 1998, pp. 75–88. - See Hal F. Rosenbluth and Diane McFerrin Peters, The Customer Comes Second(New York:
William Morrow, 1992). - Kirstin Downey Grimsley, “Service with a Forced Smile; Safeway’s Courtesy Campaign Also
Elicits Some Frowns,”Washington Post,October 18, 1998, p. A1.