69 浏览7P理论国外顶级期刊文献
[1] Booms B H, Bitner M J. Marketing strategies and organization structures for service firms[J]. Marketing of Services, 1981, 25(3): 47-51.
[2] Lovelock C H, Wirtz J. Services Marketing: People, Technology, Strategy[M]. 8th ed. Singapore: Pearson, 2016.
[3] Zeithaml V A, Bitner M J, Gremler D D. Services Marketing: Integrating Customer Focus Across the Firm[M]. 7th ed. New York: McGraw-Hill, 2022.
[4] Kotler P, Keller K L. Marketing Management[M]. 15th ed. London: Pearson, 2016.
[5] Rafiq M, Ahmed P K. Using the 7Ps as a generic marketing mix: An exploratory survey of UK and European marketing academics[J]. Marketing Intelligence & Planning, 1995, 13(9): 4-15.
[6] Goi C L. A review of marketing mix: 4Ps or more?[J]. International Journal of Marketing Studies, 2009, 1(1): 2-15.
[7] Bitner M J. Servicescapes: The impact of physical surroundings on customers and employees[J]. Journal of Marketing, 1992, 56(2): 57-71.
[8] Zineldin M, Philipson S. Kotler and Borden are not dead: Myth of relationship marketing and truth of the 4Ps[J]. Journal of Consumer Marketing, 2007, 24(4): 229-241.
[9] Sutherland J, Canwell D. Key Concepts in Marketing[M]. London: Palgrave Macmillan, 2004.
[10] Chaffey D, Ellis-Chadwick F. Digital Marketing: Strategy, Implementation and Practice[M]. 8th ed. London: Pearson, 2022.
[11] Lusch R F, Vargo S L, O’Brien M. Competing through service: Insights from service-dominant logic[J]. Journal of Retailing, 2007, 83(1): 5-18.
[12] Magrath A J. When marketing services, 4Ps are not enough[J]. Business Horizons, 1986, 29(3): 44-50.
[13] Palmer A. Principles of Services Marketing[M]. 7th ed. London: McGraw-Hill, 2014.
[14] Piercy N F, Morgan N A. The marketing planning process: behavioral problems compared to analytical techniques in generating marketing plans[J]. Marketing Intelligence & Planning, 1990, 8(3): 4-11.
[15] McCarthy E J. Basic Marketing: A Managerial Approach[M]. Homewood, IL: Richard D. Irwin, 1960.
[16] Grönroos C. Service Management and Marketing: Customer Management in Service Competition[M]. 3rd ed. Chichester: Wiley, 2007.
[17] Payne A, Frow P. A strategic framework for customer relationship management[J]. Journal of Marketing, 2005, 69(4): 167-176.
[18] Kottler P, Armstrong G. Principles of Marketing[M]. 17th ed. New York: Pearson, 2018.
[19] Akroush M N. An empirical model of marketing strategy and shareholder value: A value-based marketing perspective[J]. European Journal of Marketing, 2012, 46(3/4): 297-326.
[20] Constantinides E. The marketing mix revisited: Towards the 21st century marketing[J]. Journal of Marketing Management, 2006, 22(3-4): 407-438.
[21] Fisk R P, Grove S J, John J. Interactive services marketing[M]. 4th ed. Boston: Cengage Learning, 2013.
[22] Berry L L. Relationship marketing of services—growing interest, emerging perspectives[J]. Journal of the Academy of Marketing Science, 1995, 23(4): 236-245.
[23] Hoffman K D, Bateson J E G. Services marketing: Concepts, strategies, & cases[M]. 6th ed. Mason: Cengage Learning, 2017.
[24] Gummesson E. Relationship marketing and a new economy: It’s time for de-programming[J]. Journal of Services Marketing, 2002, 16(7): 585-589.
[25] Rust R T, Zahorik A J, Keiningham T L. Return on quality (ROQ): Making service quality financially accountable[J]. Journal of Marketing, 1995, 59(2): 58-70.
[26] Berry L L, Parasuraman A, Zeithaml V A. Improving service quality in America: Lessons learned[J]. Academy of Management Executive, 1994, 8(2): 32-52.
[27] Wilson A, Zeithaml V A, Bitner M J, Gremler D D. Services Marketing: Integrating Customer Focus Across the Firm[M]. 3rd European ed. London: McGraw-Hill Education, 2016.
[28] Shostack G L. Breaking free from product marketing[J]. Journal of Marketing, 1977, 41(2): 73-80.
[29] Eisingerich A B, Rubera G, Seifert M, Bhardwaj G. Doing good and doing better despite negative information? The role of corporate social responsibility in consumer resistance to negative information[J]. Journal of Service Research, 2011, 14(1): 60-75.
[30] Vargo S L, Lusch R F. Evolving to a new dominant logic for marketing[J]. Journal of Marketing, 2004, 68(1): 1-17.
[31] Vargo S L, Lusch R F. Service-dominant logic: continuing the evolution[J]. Journal of the Academy of Marketing Science, 2008, 36(1): 1-10.
[32] Edvardsson B, Gustafsson A, Johnson M D, Sandén B. New service development and innovation in the new economy[M]. Lund: Studentlitteratur, 2000.
[33] Grewal D, Levy M. Marketing[M]. 6th ed. New York: McGraw-Hill Education, 2022.
[34] Lovelock C H. Developing marketing strategies for transnational service operations[J]. Journal of Services Marketing, 1991, 5(4): 5-19.
[35] Grönroos C. Strategic management and marketing in the service sector[M]. Helsinki: Swedish School of Economics and Business Administration, 1982.
[36] Berry L L. Cultivating service brand equity[J]. Journal of the Academy of Marketing Science, 2000, 28(1): 128-137.
[37] Parasuraman A, Zeithaml V A, Berry L L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988, 64(1): 12-40.
[38] Ryu K, Lee H R, Kim W G. The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions[J]. International Journal of Contemporary Hospitality Management, 2012, 24(2): 200-223.
[39] Seth N, Deshmukh S G, Vrat P. Service quality models: A review[J]. International Journal of Quality & Reliability Management, 2005, 22(9): 913-949.
[40] Lovelock C H, Vandermerwe S, Lewis B. Services marketing: A European perspective[M]. London: Prentice Hall, 1996.
[41] Moeller S. Characteristics of services – a new approach uncovers their value[J]. Journal of Services Marketing, 2010, 24(5): 359-368.
[42] Heinonen K, Strandvik T, Mickelsson K J, Edvardsson B, Sundström E, Andersson P, et al. A customer-dominant logic of service[J]. Journal of Service Management, 2010, 21(4): 531-548.
[43] Brodie R J, Saren M, Pels J. Theorizing about the service-dominant logic: The bridging role of middle range theory[J]. Marketing Theory, 2011, 11(1): 75-91.
[44] Payne A, Storbacka K, Frow P. Managing the co-creation of value[J]. Journal of the Academy of Marketing Science, 2008, 36(1): 83-96.
[45] Sweeney J C, Soutar G N. Consumer perceived value: The development of a multiple item scale[J]. Journal of Retailing, 2001, 77(2): 203-220.
[46] Berry L L. The cultivation of service brand equity[J]. Advances in Services Marketing and Management, 2000, 9: 69-82.
[47] Gounaris S, Stathakopoulos V, Athanassopoulos A. Antecedents to perceived service quality: An exploratory study in the banking industry[J]. International Journal of Bank Marketing, 2003, 21(4): 168-190.
[48] Edvardsson B, Gustafsson A, Roos I. Service portraits in service research: A critical review[J]. International Journal of Service Industry Management, 2005, 16(1): 107-121.
[49] Lovelock C H, Lapert D. Services marketing in a European context[J]. European Journal of Marketing, 1999, 33(9/10): 964-974.
[50] Pels J, Varey R J, Brodie R J. Toward a classification of service marketing concepts and schools of thought[J]. Marketing Theory, 2009, 9(2): 193-220.
[51] Zeithaml V A. Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence[J]. Journal of Marketing, 1988, 52(3): 2-22.
[52] Rust R T, Lemon K N, Zeithaml V A. Return on marketing: Using customer equity to focus marketing strategy[J]. Journal of Marketing, 2004, 68(1): 109-127.
[53] McCole P. Marketing is not dead: A response to “the end of marketing”[J]. European Journal of Marketing, 2004, 38(11/12): 1349-1354.
[54] Anderson J C, Narus J A. A model of distributor firm and manufacturer firm working partnerships[J]. Journal of Marketing, 1990, 54(1): 42-58.
[55] Berry L L, Seiders K, Grewal D. Understanding service convenience[J]. Journal of Marketing, 2002, 66(3): 1-17.
[56] Edvardsson B. Quality in new service development: Key conceptual and empirical issues[J]. Service Industries Journal, 1997, 17(2): 157-177.
[57] Bitner M J, Brown S W, Meuter M L. Technology infusion in service encounters[J]. Journal of the Academy of Marketing Science, 2000, 28(1): 138-149.
[58] Ballantyne D, Varey R J. The service-dominant logic and the future of marketing[J]. Marketing Theory, 2006, 6(3): 379-391.
[59] Lusch R F, Vargo S L, Tanniru M. Service, value networks and learning[J]. Journal of the Academy of Marketing Science, 2010, 38(1): 19-31.
[60] Mittal V, Lassar W M. Why do customers switch? The dynamics of satisfaction versus loyalty[J]. Journal of Services Marketing, 1998, 12(3): 177-194.
[61] Edvardsson B, Tronvoll B, Gruber T. Expanding understanding of service exchange and value co-creation: A social construction approach[J]. Journal of the Academy of Marketing Science, 2011, 39(2): 327-339.
[62] Baines T, Lightfoot H, Benedettini O, Kay J M. The servitization of manufacturing: A review of literature and reflection on future challenges[J]. Journal of Manufacturing Technology Management, 2009, 20(5): 547-567.
[63] Parasuraman A. Technology readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies[J]. Journal of Service Research, 2000, 2(4): 307-320.
[64] Grönroos C, Ravald A. Service as business logic: Implications for value creation and marketing[J]. Journal of Service Management, 2011, 22(1): 5-22.
[65] Gremler D D, Gwinner K P, Brown S W. Generating positive word-of-mouth communication through customer-employee relationships[J]. International Journal of Service Industry Management, 2001, 12(1): 44-59.
[66] Wu C, Liang R D. Service experience, service innovativeness, and service outcomes: An empirical study[J]. Journal of Service Theory and Practice, 2009, 19(6): 604-620.
[67] Edvardsson B, Gustafsson A, Roos I. Service portraits in service research: A critical review[J]. International Journal of Service Industry Management, 2005, 16(1): 107-121.
[68] Ladhari R. A review of twenty years of SERVQUAL research[J]. International Journal of Quality and Service Sciences, 2009, 1(2): 172-198.
[69] Eisingerich A B, Bell S J. Relationship marketing and customer retention in the financial services industry[J]. Journal of Business Research, 2008, 61(6): 447-455.
[70] Vargo S L, Lusch R F. Service-dominant logic: Reactions, reflections and refinements[J]. Marketing Theory, 2006, 6(3): 281-288.
