Reviews of books

Abstract

Berry, Leonard. 1995. “Relationship Marketing of Services-Growing Interest, Emerging Perspectives.”Journal of the Academy of Marketing Science23:236–254.ArticleGoogle ScholarFord, W.S.Z. and Etienne, N. C. 1994. “Can I Help You? A Framework for the Interdisciplinary Literature of Customer Service Encounters.”Management Communication Quarterly7:413–441.ArticleGoogle ScholarKeaveney, Susan M. 1995. “Customer Switching Behavior in Service Industries: An Exploratory Study.”Journal of Marketing59 (April): 71–81.ArticleGoogle ScholarSurprenant, C. F. and Solomon, M. R. 1987. “Predictability and Personalization in the Service Encounter.”Journal of Marketing51:86–96.ArticleGoogle ScholarFabled Servicesby Betsy Sanders San Francisco: Jossey-Bass (Warren Bennis, Executive Briefing Series), 1995, 124 pagesGoogle ScholarDiscovering the Soul of Service: The Nine Drivers of Sustainable Business Successby Leonard L. Berry New York: Free Press, 1999, 260 pagesGoogle ScholarCommunicating With Customers: Service Approaches, Ethics, and Impactby Wendy S. Zabava Ford Cresskill, NJ: Hampton, 1998, 175 pagesGoogle ScholarReferencesIacobucci, Dawn, Kent Grayson, and Amy Ostrom. 1994. “Customer Satisfaction Fables.”Sloan Management Review35 (Summer): 93–96.Google ScholarWoodruff, Robert B. 1997. “Customer Value: The Next Source for Competitive Advantage.”Journal of the Academy of Marketing Science25 (2):139–153.ArticleGoogle ScholarListening to the Voice of the Customer: 16 Steps to a Successful Customer Satisfaction Programby John Anton and Debra Perkins New York: The Customer Service Group, 1997, 152 pagesGoogle ScholarReferencesOliver, Richard L. 1997.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.Google ScholarYi, Youjae. 1991. “A Critical Review of Consumer Satisfaction.” InReview of Marketing. Ed. Valarie Zeithaml. Chicago: American Marketing Association.Google ScholarImproving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programsby Terry G. Vavra Milwaukee, Wisconsin: ASQC Quality Press, 1997, 490 pagesGoogle ScholarDownload references