Reviews of books

Journal of the Academy of Marketing Science · 2004 · Volume 32 · Issue 2

DOI: 10.1177/0092070304263202

Abstract

Berry, Leonard L. 1998. “Learning to Write, Writing to Learn.”Journal of Marketing62(2) (April): 123–125.ArticleGoogle Scholar—, Jeffrey S. Conant, and A. Parasuraman. 1991. “A Framework for Conducting a Services Marketing Audit.”Journal of the Academy of Marketing Science19 (Summer): 255–268.ArticleGoogle Scholar— and A. Parasuraman. 1993. “Building a New Academic Field—The Case of Services Marketing.”Journal of Retailing69 (Spring): 13–60.ArticleGoogle Scholar—, Kathleen Seiders, and Dhruv Grewal. 2002. “Understanding Service Convenience.”Journal of Marketing66 (July): 1–17.ArticleGoogle ScholarFisk, Raymond P., Stephen W. Brown, and Mary Jo Bitner. 1993. “Tracking the Evolution of the Services Marketing Literature.”Journal of Retailing69 (Spring): 61–103.ArticleGoogle Scholar—, Steven J. Grove, and Joby John, eds. 2000.Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses From the Experts. Chicago: American Marketing Association.Google ScholarParasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml. 1991. “Refinement and Reassessment of the SERVQUAL Scale.”Journal of Retailing67 (Winter): 420–450.Google Scholar—,—, and —. 1993. “More on Improving Service Quality Measurement.”Journal of Retailing69 (Spring): 140–147.ArticleGoogle Scholar—, Valarie A. Zeithaml, and Leonard L. Berry. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.”Journal of Marketing49 (Fall): 41–50.ArticleGoogle Scholar—,—, and —. 1988. “SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality.”Journal of Retailing64 (Spring): 12–40. [Honorable Mention Award for best paper in theJournal of Retailingin 1988.]Google Scholar—,—, and —. 1994a. “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria.”Journal of Retailing58 (Fall): 201–230. [Selected as co-runner-up for best paper appearing in theJournal of Retailingin 1994.]ArticleGoogle Scholar—,—, and —. 1994b. “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research.”Journal of Marketing58 (January): 111–124.ArticleGoogle ScholarZeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. 1988. “Communication and Control Processes in the Delivery of Service Quality.”Journal of Marketing52 (April): 35–48.ArticleGoogle Scholar—,—, and —. 1993. “The Nature and Determinants of Customer Expectations of Service.”Journal of the Academy of Marketing Science21 (Winter): 1–12. [Recipient of the 1993 Jagdish N. Sheth Best Article Award appearing in Volume 21 ofJAMS.]ArticleGoogle Scholar—,—, and —. 1996. “The Behavioral Consequences of Service Quality.”Journal of Marketing60 (April): 31–46., [Recipient of the AMA Services Marketing Special Interest Group’s “Best Services Article in 1996” Award.]ArticleGoogle ScholarDownload references

Keywords

Marketing, Service Quality, Service Firm, Market Service, Service Leadership

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