Created:
08/01/2013 10:25:58
Last updated:
18/02/2013 11:20:05
This list relates to the semester Semester Two 2012-13 which ended on 28/06/2013
This list has been archived
  1. The Service Encounter 5 items
    1. Principles of services marketing - Palmer, Adrian 2007

      Book Essential Please read the chapter on the Service Encounter

    2. The Disneyization of society - Bryman, Alan 2004

      Book 

    3. Comparing Human-to-Human and Human-to-AEA Communication in Service Encounters - N. Salomonson, J. Allwood, M. Lind, H. Alm 2012-11-07

      Article 

  2. Service Blueprints 6 items
    1. Service Blueprinting: A Practical Technique for Service Innovation - Mary Jo Bitner, Amy L. Ostrom and Felicia N. Morgan 2008

      Article 

    2. Designing services that deliver. - Shostack, G. Lynn 1984

      Article 

    3. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents - Mary Jo Bitner, Bernard H. Booms and Mary Stanfield Tetreault 1990

      Article 

  3. Servicescapes 7 items
    1. An expanded servicescape perspective - Mark S. Rosenbaum, Carolyn Massiah 2011

      Article 

    2. Customer Experience Management in Retailing: An Organizing Framework - Dhruv Grewal, Michael Levy, V. Kumar 2009

      Article 

    3. Designing services that deliver. - Shostack, G. Lynn 1984

      Article 

    4. Servicescapes - Véronique Aubert-Gamet, Bernard Cova 1999-1

      Article 

  4. Customer Experience Management 18 items
    1. Managing the Total Customer Experience. - Berry, Leonard L. 2002

      Article 

    2. Towards the ‘perfect’ customer experience - Pennie Frow, Adrian Payne 2007-11

      Article 

    3. The experience economy: work is theatre & every business a stage - Pine, B. Joseph, Gilmore, James H. c1999

      Book 

    4. The Language of Marketplace Rituals: Implications for Customer Experience Management - Cele C. Otnes, Behice Ece Ilhan, Atul Kulkarni 2012-9

      Article 

  5. Servuction 2 items
    1. RUDE AWAKENING. - Douglas Hoffman, K.

      Article  This article provides a vivid account of a service encounter, with an attempt made by the author to reflect upon how the servuction model can be applied.

  6. Dramaturgy 10 items
    1. The drama of interaction within business networks - Sid Lowe, Sharon Purchase, Nick Ellis 2012-4

      Article 

    2. Going to Extremes: Managing Service Encounters and Assessing Provider Performance - Linda L. Price, Eric J. Arnould and Patrick Tierney 1995

      Article 

    3. Going to Extremes: Managing Service Encounters and Assessing Provider Performance - Linda L. Price, Eric J. Arnould and Patrick Tierney 1995

      Article 

    4. The presentation of self in everyday life - Goffman, Erving 1990

      Book 

    5. The drama of interaction within business networks - Sid Lowe, Sharon Purchase, Nick Ellis 2012-4

      Article 

    6. A dramaturgical analysis of the service encounter in higher education - Sue Vaux Halliday, Barry J. Davies, Philippa Ward, Ming Lim 2008-02-18

      Article 

    7. Can Customers Detect Script Usage in Service Encounters?: An Experimental Video Analysis - L. Victorino, R. Verma, B. L. Bonner, D. G. Wardell 2012-05-25

      Article 

  7. Future Directions in the Service Encounter 2 items
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