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Baines, Fill & Page: Marketing

Chapter 15

Research Insight 15.1
Shostack, G.L. (1977) Breaking free from product marketing, Journal of Marketing, 41, (April) 73-80
Research Insight 15.2
Gummesson, E. (1991) Marketing-orientation revisited: the crucial role of the part-time marketer, European Journal of Marketing, 25, 2, 60-75
Research Insight 15.3
Parasuraman, A., Zeithaml, V. and Berry, L. (1988) SERVQUAL: a multiple item scale measuring consumer perceptions of service quality, Journal of Retailing, 64, 1, 12-40
Research Insight 15.4
Lewis, B. R. and Clacher, E. (2001) Service failure and recovery in UK theme parks: the employees' perspective, International Journal of Contemporary Hospitality Management, 13, 4, 166-75