Nhằm vào các khóa học trong tiếp thị dịch vụ đại học và Quản lý, truy cập rõ ràng, cuốn sách trình bày một cách tiếp cận tích hợp để nghiên cứu các dịch vụ mà các vấn đề tiếp thị trong một bối cảnh rộng hơn quản lý chung | CHAPTER FOUR CUSTOMER BEHAVIOR IN SERVICE ENVIRONMENTS 95 16. Richard L. Oliver Customer Satisfaction with Service in Teresa A. Schwartz and Dawn Iacobucci Handbook of Service Marketing and Management Thousand Oaks CA Sage Publications 2000 247-254. 17. Richard L. Oliver Satisfaction A Behavioral Perspective on the Consumer New York McGraw-Hill 1997 . 18. Roland T. Rust and Richard L. Oliver Should We Delight the Customer _ cwtttf of the Academy ofMarketing Science 28 no. 1 2000 86-94. 19. Eugene W. Anderson andVikas Mittal Strengthening the Satisfaction-Profit Chain Journal of Service Research 3 November 2000 107-120. 20. Susan Fournier and David Glen Mick Rediscovering Satisfaction Journal of Marketing 63 October 1999 5-23. 21. Bill Fromm and Len Schlesinger The Real Heroes of Business New York NY Currency Doubleday 1993 241. 22. Jaishankar Ganesh Mark J. Arnold and Kristy E. Reynolds Understanding the Customer Base of Service Providers An Examination of the Differences Between Switchers and Stayers Journal ofMarketing 64 no. 3 2000 65-87. 23. Lawrence O. Hamer Ben Shaw-Ching Liu and D. Sudharshan The Effects of Intraencounter Changes in Expectations on Perceived Service Quality Models Journal of Service Research 1 February 1999 275-289. 24. For more details ofthis technique see G. Lynn Shostack Understanding Services through Blueprinting in T. A. Schwartz D. E. Bowen and S. W. Brown Advances in Services Marketing and Management Vol. I Greenwich CT JAI Press 1992 75-90. For alternative approaches see Christian Gronroos description of The Customer Relationship Life Cycle in Service Management and Marketing Lexington MA Lexington Books 1990 129-133 and Sandra Vandermerwe Jumping into the Customer s Activity Cycle in From Tin Soldiers to Russian Dolls Oxford Butterworth Heinemann 1993 ch. 4 48-71. chapterf ĨVG Relationship Marketing and Customer Loyalty Creatin g a Formula for Success in Ski Resorts Located high in the Coast Mountain range of British Columbia .
