Online citations, reference lists, and bibliographies.
← Back to Search

Problems And Strategies In Services Marketing

Valarie A. Zeithaml, A. Parasuraman, L. Berry
Published 1985 · Business

Cite This
Download PDF
Analyze on Scholarcy
Share
This article compares problems and strategies cited in the services marketing literature with those reported by actual service suppliers in a study conducted by the authors. Discussion centers on several broad themes that emerge from this comparison and on guidelines for future work in services marketing.
This paper references
Pricing in a Service Industry,
Schlissel (1977)
Advertising by Public Accountants: A Review and Evaluation of Copy Strategy," in Marketing ofServices
Ernest B. Uhr (1981)
10.1177/002224298304700303
Classifying Services to Gain Strategic Marketing Insights
C. H. Lovelock (1983)
The industrialization of service
T. Levitt (1976)
10.1037/11240-001
The Present Status.
E. Thorndike (1926)
10.2307/1250676
Marketing Intermediaries in Channels of Distribution for Services
James H. Donnelly (1976)
10.1177/002224297403800411
Marketing Activities in the Service Industries
W. R. George (1974)
Production-Line Approach to Services
Theodore Levitt
Strategy is different in service business
D. R. Thomas (1978)
10.1016/0019-8501(79)90017-8
An applied theory for marketing industrial services
Christian Grönroos (1979)
10.1177/002224296302700312
The Service Revolution
W. J. Regan (1963)
10.1177/001088048202300107
Marketing Services by Managing the Environment
B. Booms (1982)
10.1108/EUM0000000005058
Marketing of Services An Evaluation of the Theory
R. G. Wyckham (1975)
Analyzing the Customer /Firm Communication Component of the Service Marketing Mix
Bernard H Booms (1981)
Analyzing the Customer /Firm Communication Component of the Service Marketing
Jody (1981)
Mass Marketing in Service Retailing: A Review and Synthesis of Major Methods,
Upah (1980)
10.1177/002224297203600109
The Present Status of the Marketing Concept
C. P. McNamara (1972)
Are Goods and Services Dif
Johnson (1969)
10.1177/002224297604000109
Marketing Intermediaries in Channels of Distribution for Services
James H. Donnelly (1976)
Service Delivery Strategies in the 1980s-Academic Perspective
(1980)
Dun and Bradstreet's Million Dollar Directory
(1982)
Some Organization Problems Facing Marketing in the Service Sector
(1981)
10.2307/1250548
Marketing consumer services : new insights
G. D. Bruce (1978)
Growth Strategies of Service Firms," Strategic Management Journal, 1 (January-March), 7-22
Carmen (1980)
Service Retailing-A Strategic Marketing Approach
Richard M Bessom (1975)
Toward A Consumption/Evalu
Fisk (1981)
Financial Services Marketers Must Learn Packaged Goods Selling Tools
Gary Knisely
Cost Accounting Proposal for an Advertising Agency
Larry H Beard
10.1016/0007-6813(81)90056-2
Guidelines for the advertising of services
William R. George (1981)
10.1177/002224297704100219
Breaking Free from Product Marketing
G. L. Shostack (1977)
1979a), "Financial Services Marketers Must
Knisely (1979)
Why Marketing Management Needs To Be Different for Services
Christopher H Lovelock (1980)
10.1016/S0007-6813(81)80028-6
Getting absent workers back on the job: The case of general motors
C. R. Deitsch (1981)
How to Succeed in a Service Industry-Turn the Organization Chart Upside Down
David S Davidson
Match Supply and Demand in Service Industries,
Sasser (1976)
Service Marketing Is Different
Similarities or Differences in Prod
Judd (1968)
The Retailing of Services: A Challenging Future
William R George
Services Marketing: Different Products, Similar Strategy
Ben M Enis (1981)
Personalizing the Bank: Key Opportunity in Bank Marketing
Leonard L Berry
The Service Marketing Confu
Gronroos (1977)
Service Characteristics, Consumer Search, and the Classification of Retail Services
D. L. Davis (1979)
Cost accounting comes to service industries.
J. Dearden (1978)
Do We Need Service Marketing?
John E G Bateson
How Consumer Evaluation Processes Differ between Goods and Services
Valarie A. Zeithaml (1981)
Une Approche Novelle pour le Marketing des Services
Pierre Eiglier (1975)
Understanding Service Operations," in Management of Service Operations
R. Paul Olsen (1978)
Principles de Politique Marketing pour les Entreprises
Similarities or Differences in Products and Service Retailing
Robert C Judd (1968)
10.1007/BF02695826
The service revolution
R. K. Shelp (1987)
The Service Marketing Confusion and a Service Oriented Approach to Market Planning
Christian Gronroos (1977)
Greater Marketing Emphasis by Holiday Inns Breaks Mold
Innovative Organizational Structures for Service Firms
(1983)
10.1177/002224296603000407
What is Meant by Services?
J. M. Rathmell (1966)
Are goods and services different? : an exercise in marketing theory
E. Johnson (1969)
Developmental Service Marketing
Thomas V Bonoma (1979)
Toward A Consumption/Evaluation Process Model for Services
Raymond P Fisk (1981)
A Sequential Approach to the Advertising of Accounting Services," working paper, Virginia Polytechnic Institute and State University
Uhl (1980)
How to Succeed in a Service Industry-Turn the Organization Chart
Davidson (1978)
10.1016/0019-8501(77)90049-9
Determinants of market research expenditures for new industrial products
R. Cooper (1977)
10.1108/EUM0000000004985
A Service‐Orientated Approach to Marketing of Services
C. Gronroos (1978)
The Retailing of Services: A
George (1977)
Tactical Service Marketing and the Process of Remixing
Martin L Bell (1981)
10.1002/smj.4250010103
Growth strategies for service firms
James M. Carman (1980)
10.1016/0007-6813(76)90053-7
Selling jobs in the service sector
W. Sasser (1976)
Atmospherics as a Marketing Tool
P. Kotler (1974)



This paper is referenced by
10.1504/IJSTM.2006.008185
Engineering service products: the case of mass-customising service agreements for heavy equipment industry
M. Dausch (2006)
10.1016/J.TOURMAN.2009.07.012
An analysis of snow options for ski resort establishments
M. F. Beyazit (2010)
Investigating British customers’ experience to maximize brand loyalty within the context of tourism in Egypt: Netnography & structural modelling approach
A. Ismail (2010)
10.1177/1094670513507486
Identifying Appropriate Compensation Types for Service Failures
H. Roschk (2014)
Influencia del valor percibido y de la satisfacción en la lealtad: una aplicación al turismo naútico
Pedro Gonzalez Santamaria (2015)
10.1300/J026v17n04_06
Market Orientation and Professionalism
G. Hampton (2000)
10.1002/(SICI)1097-0266(199903)20:3<223::AID-SMJ14>3.0.CO;2-M
Toward a contingent resource‐based theory: the impact of information asymmetry on the value of capabilities in veterinary medicine
T. H. Brush (1999)
10.1108/08858629810226672
Purchasing business services
J. Fitzsimmons (1998)
10.1108/02651330210451926
Strategic challenges for the marketing of services internationally
R. Javalgi (2002)
10.1080/14783363.2015.1068596
Hospital service quality measurement models: patients from Asia, Europe, Australia and America
N. Thawesaengskulthai (2015)
Measuring the Impacts of Organizational Responses: Case of Northern Cyprus Hotels
E. Ekiz (2007)
10.1080/03088830600895568
Ranking of factors contributing to higher performance in the ocean transportation industry: a multi-attribute utility theory approach
I. Lagoudis (2006)
10.1016/J.JBUSRES.2006.05.006
Perceived controllability and service expectations: Influences on customer reactions following service failure
Sunmee Choi (2008)
Realising Value: Study-Related Support-Seeking Experiences
S. Supramaniam (2015)
Assessment of Marketing Strategies for Ecotourism Promotion: A Case of RDB/Tourism and Conservation in Rwanda
Michel Ndahimana (2013)
10.1108/08876049410070691
Services Marketing Strategies for Coping with Demand/Supply Imbalances
D. J. Shemwell (1994)
10.1590/S0103-37862001000100001
Avaliacao de sistemas de informacao: revisao da literatura
Osmar Arouck (2001)
The contribution of sports sponsorship to consumer-based brand equity.
Leah Donlan (2008)
10.1016/0148-2963(93)00040-8
New Industrial Service Development: Scenarios for Success and Failure
Ulrike de Brentani (1995)
Long distance teaching: The impact of offshore programs and information technology on academic work
T. Mazzarol (1997)
10.1177/027347538801000109
Services Concepts in Marketing Textbooks: A Consideration of Product and Distribution
Joseph L. Orsini (1988)
10.30518/JAV.401511
Performance Measurement System (PSM) and Balanced Scorecard (BSC) Strategies Used in the Process related with Ramp Handling Services of Ground Handling Management
Tüzün Tolga Inan (2018)
Inventory model optimization revisited: Understanding service inventories to improve performance
L. E. C ardenas-Barr (2020)
10.6084/M9.FIGSHARE.1480546.V1
Factors Affecting Outsourcing of Customer Service of Airtel Networks Kenya Limited
Journals Iosr (2015)
10.1509/JMKG.72.4.76
Interfirm Relational Drivers of Customer Value
Robert W. Palmatier (2008)
10.1007/978-1-4471-2268-5_1
The Age of Transformation
Elke den Ouden (2011)
An Analysis of the Online Store Atmosphere: Influence on Consumer
Jamil Bojei (2005)
Impact de la marque de service et des associations à la marque sur le processus detangibilisation des services : proposition de recherche
C. Sempels (2002)
10.1108/03090560410511131
The impact of marketing/HR interactions on marketing strategy implementation
Jacqueline Chimhanzi (2004)
Consumers' evaluation of free service trial offers
Krongjit Laochumnanvanit (2005)
An investigation of students' perceptions and expectations of service delivery and service quality at an institution for higher education and training within a provincial government department in the Western Cape
Kim-Lee Wentzel (2011)
Modelling and designing IT-enabled service systems driven by requirements and collaboration
Y. Peng (2012)
See more
Semantic Scholar Logo Some data provided by SemanticScholar