Relevant bibliographies by topics / Marketing Customer services

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Marketing Customer services'

Author: Grafiati
Published: 4 June 2021
Last updated: 12 February 2022

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Marketing Customer services.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Journal articles on the topic "Marketing Customer services"

1

Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

Full text
Abstract:
Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif
APA, Harvard, Vancouver, ISO, and other styles
2

Komulainen, Hanna, Saila Saraniemi, Pauliina Ulkuniemi, and Marianne Ylilehto. "End-customer value restructuring the financial service supply chain." Marketing Intelligence & Planning 36, no. 6 (2018): 709–20. http://dx.doi.org/10.1108/mip-11-2017-0320.

Full text
Abstract:
Purpose The purpose of this paper is to examine how the customer value experience conveys the restructuring of the service network in the banking industry. The banking sector has often been one of the early adopters of IT in terms of connecting their services and customers. While developing digital services, however, banks are also concerned that they are losing contact with their customers. At the same time, fast developing technologies enable new companies to enter the industry to offer their services. As a result, the service supply chains in the banking industry appear to be restructured.
APA, Harvard, Vancouver, ISO, and other styles
3

Kursunluoglu, Emel. "Shopping centre customer service: creating customer satisfaction and loyalty." Marketing Intelligence & Planning 32, no. 4 (2014): 528–48. http://dx.doi.org/10.1108/mip-11-2012-0134.

Full text
Abstract:
Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer se
APA, Harvard, Vancouver, ISO, and other styles
4

Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.

Full text
Abstract:
Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to suppl
APA, Harvard, Vancouver, ISO, and other styles
5

Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers." International Journal of Bank Marketing 38, no. 7 (2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.

Full text
Abstract:
PurposeEmotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service.Design/methodology/approachThe factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer segmentation on data from 451 bank service cu
APA, Harvard, Vancouver, ISO, and other styles
6

Cao, Zhongpeng. "The impact of social visibility of VIP services on satisfaction." Journal of Services Marketing 35, no. 5 (2021): 647–56. http://dx.doi.org/10.1108/jsm-08-2020-0340.

Full text
Abstract:
Purpose From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way in which ordinary customers view VIP services has received less attention. Based on fairness heuristic theory and social comparison theory, this study aims to examine the impact of the social visibility of VIP services on ordinary customers’ satisfaction and explored the underlying mechanisms and boundary conditions of this effect. Design/methodology/approach Two experiments were conducted, Study 1 verified t
APA, Harvard, Vancouver, ISO, and other styles
7

Estrella-Ramón, Antonia. "Explaining customers’ financial service choice with loyalty and cross-buying behaviour." Journal of Services Marketing 31, no. 6 (2017): 539–55. http://dx.doi.org/10.1108/jsm-05-2015-0189.

Full text
Abstract:
Purpose This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider. Design/methodology/approach This study uses a set of logistic regression models by incorporating panel data from a large bank. The database consists of 2,187 randomly selected customers, and it includes features related to individual loyalty and cross-buying behaviours, as well as demographic indicators, i.e. individual measures related to each customer and each se
APA, Harvard, Vancouver, ISO, and other styles
8

Moliner-Tena, Miguel Angel, Diego Monferrer-Tirado, and Marta Estrada-Guillén. "Customer engagement, non-transactional behaviors and experience in services." International Journal of Bank Marketing 37, no. 3 (2019): 730–54. http://dx.doi.org/10.1108/ijbm-04-2018-0107.

Full text
Abstract:
Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as th
APA, Harvard, Vancouver, ISO, and other styles
9

Blinda, Kristina, Oliver Schnittka, Henrik Sattler, and Jan-Frederik Gräve. "Implementing effective customer participation for hedonic and utilitarian services." Journal of Services Marketing 33, no. 3 (2019): 316–30. http://dx.doi.org/10.1108/jsm-07-2018-0196.

Full text
Abstract:
Purpose A distinct view of customer participation in services classifies the characteristics of the participation process as experience- versus outcome-oriented, each of which affects customer participation success uniquely for different types of services (utilitarian vs hedonic). This study aims to investigate if service managers should differentiate and focus on distinct characteristics according to the service types. Design/methodology/approach Two consumer experiments serve to assess the potential moderating effect of service type on consumer preferences for experience- versus outcome-orie
APA, Harvard, Vancouver, ISO, and other styles
10

Karbowiak, P. "Marketing a technical business." Water Supply 3, no. 1-2 (2003): 433–40. http://dx.doi.org/10.2166/ws.2003.0135.

Full text
Abstract:
Until recently most water utilities have operated as a public service. The market is still predominantly a natural monopoly. The significant infrastructure requirements militate against service duplication and competition. Generally customers do not have the option of changing service providers. With the arrival of competition policy, water utilities have initiated some customer service programmes. However, the driver for this change has been the reporting requirements of the regulator rather than customer focused imperatives. However, there are benefits for water service companies to conduct
APA, Harvard, Vancouver, ISO, and other styles
More sources

Dissertations / Theses on the topic "Marketing Customer services"

1

Ferraz, Sofia Batista. "Customers as fellows: analyzing customer citizenship behavior in services marketing." Universidade de São Paulo, 2018. http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/.

Full text
Abstract:
Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpose of this dissertation threefold. First, we offer theoretical contributions to future studies comprising Customer Citizenship Behavior (CCB). Conducting a systematic review with 92 articles, we suggest new avenues of research regarding theoretical and methodological possibilities. Second, we invest
APA, Harvard, Vancouver, ISO, and other styles
2

Vienings, Francois. "Conceptual services marketing framework for a segmented business to achieve maximum customer value." Thesis, Stellenbosch : Stellenbosch University, 2012. http://hdl.handle.net/10019.1/97170.

Full text
Abstract:
Thesis (MBA)--Stellenbosch University, 2012.<br>Relationship marketing is still in its infancy as a mainstream marketing concept, although it has established itself as an underlying paradigm in modern services marketing. Its importance is recognised to a growing extent with a call for organisations to move from a short-term transactional approach to a long-term relationship one (Kotler, 1992; Grönroos, 1994). From the interviews, it is clear that the directors support the findings in respect of the literature review that service marketing should be centred on the key concept that quality shou
APA, Harvard, Vancouver, ISO, and other styles
3

Sethapan, Wathanee. "The study of customer share marketing." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2701.

Full text
Abstract:
This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.
APA, Harvard, Vancouver, ISO, and other styles
4

Bare, Michael Burnett. "Credit union service organization products and services: Implications, decisions, and strategies." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2930.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Steffen, Dirk. "Die Potenzialqualität von Dienstleistungen Konzeptualisierung und empirische Prüfung /." Wiesbaden : Gabler, 2006. http://site.ebrary.com/id/10192034.

Full text
APA, Harvard, Vancouver, ISO, and other styles
6

Maliti, Mbulelo Bruce. "Assessing a marketing strategy for an engineering consulting company." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1489.

Full text
Abstract:
The engineering consulting industry in South Africa witnessed an overwhelming growth before the 2010 Fifa World Cup. The country had a lot of infrastructural development that needed the services of consulting engineers. A lot of people saw the challenge as a business opportunity and started their own consulting engineering companies. The demand for consulting engineering services was high before the 2010 Fifa World Cup; this changed after the completion of projects that were due for the world cup and some had to close or retrench staff due to scarcity of projects. The completion of 2010 Fifa W
APA, Harvard, Vancouver, ISO, and other styles
7

Dalakas, Vassilis. "The interaction of cognition and affect in consumption experiences : implications for services marketing /." view abstract or download file of text, 1999. http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.

Full text
Abstract:
Thesis (Ph. D.)--University of Oregon, 1999.<br>Typescript. Includes vita and abstract. Includes bibliographical references (leaves 144-156). Also available for download via the World Wide Web; free to University of Oregon users. Address: http://wwwlib.umi.com/cr/uoregon/fullcit?p9947975.
APA, Harvard, Vancouver, ISO, and other styles
8

Randall, Wesley Spencer Pohlen Terrance Lynn. "An empirical examination of service dominant logic the theory of the network /." [Denton, Tex.] : University of North Texas, 2007. http://digital.library.unt.edu/permalink/meta-dc-3925.

Full text
APA, Harvard, Vancouver, ISO, and other styles
9

Ajilian, Saeed. "Analysis and simulation of a customer care and billing services for IT products & services /." Fribourg/Suisse : iimt-Univ.-Press, 2004. http://www.gbv.de/dms/zbw/39866806X.pdf.

Full text
APA, Harvard, Vancouver, ISO, and other styles
10

Davis, Jerome Paul. "The effects of internal marketing on service quality within collegiate recreational sport a quantitative approach /." Connect to resource, 2005. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1117635299.

Full text
Abstract:
Thesis (Ph. D.)--Ohio State University, 2005.<br>Title from first page of PDF file. Document formatted into pages; contains xiii, 181 p. Includes bibliographical references (p. 121-130). Available online via OhioLINK's ETD Center.
APA, Harvard, Vancouver, ISO, and other styles
More sources

Books on the topic "Marketing Customer services"

1

E, Clow Kenneth, ed. Services marketing. J. Wiley & Sons, 1998.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
2

Zeithaml, Valarie A. Services marketing. McGraw Hill, 1996.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
3

Service marketing. SAGE, 2010.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
4

Jo, Bitner Mary, and Gremler Dwayne D, eds. Services marketing: Integrating customer focus across the firm. 6th ed. McGraw-Hill, 2013.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
5

Jo, Bitner Mary, ed. Services marketing: Integrating customer focus across the firm. 2nd ed. Irwin McGraw-Hill, 2000.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
6

Jo, Bitner Mary, ed. Services marketing: Integrating customer focus across the firm. 3rd ed. McGraw-Hill, 2003.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
7

Jo, Bitner Mary, and Gremler Dwayne D, eds. Services marketing: Integrating customer focus across the firm. 5th ed. McGraw-Hill/Irwin, 2009.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
8

Zeithaml, Valarie A. Services marketing: Integrating customer focus across the firm. 6th ed. McGraw-Hill, 2013.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
9

Zeithaml, Valarie A. Services marketing: Integrating customer focus across the firm. 2nd ed. Irwin/McGraw-Hill, 2000.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
10

Jo, Bitner Mary, and Gremler Dwayne D, eds. Services marketing: Integrating customer focus across the firm. 4th ed. McGraw-Hill/Irwin, 2006.

Find full text
APA, Harvard, Vancouver, ISO, and other styles
More sources

Book chapters on the topic "Marketing Customer services"

1

Baron, Steve, Kim Harris, and Toni Hilton. "Customer Interactions in Services." In Services Marketing. Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_4.

Full text
APA, Harvard, Vancouver, ISO, and other styles
2

Baron, Steve, Kim Harris, and Toni Hilton. "Service Quality and Customer Satisfaction." In Services Marketing. Macmillan Education UK, 2009. http://dx.doi.org/10.1007/978-1-137-16396-7_8.

Full text
APA, Harvard, Vancouver, ISO, and other styles
3

Baron, Steve, and Kim Harris. "Customer Retention and Relationship Marketing." In Services Marketing. Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

Full text
APA, Harvard, Vancouver, ISO, and other styles
4

Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer-relationship management." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-15.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Baron, Steve, and Kim Harris. "Perceived Service Quality and Customer Satisfaction." In Services Marketing. Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_7.

Full text
APA, Harvard, Vancouver, ISO, and other styles
6

Farquhar, Jillian Dawes, and Arthur Meidan. "The financial services customer." In Marketing Financial Services. Macmillan Education UK, 2010. http://dx.doi.org/10.1007/978-1-349-92401-1_4.

Full text
APA, Harvard, Vancouver, ISO, and other styles
7

Meidan, Arthur. "Customer Behaviour and Market Segmentation." In Marketing Financial Services. Macmillan Education UK, 1996. http://dx.doi.org/10.1007/978-1-349-24475-1_2.

Full text
APA, Harvard, Vancouver, ISO, and other styles
8

Ennew, Christine, Nigel Waite, and Róisín Waite. "Customer acquisition and the marketing mix." In Financial Services Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315543765-10.

Full text
APA, Harvard, Vancouver, ISO, and other styles
9

Hünerberg, Reinhard, and Andreas Mann. "International Dimensions of Customer Service." In Advances in Services Marketing. Deutscher Universitätsverlag, 1997. http://dx.doi.org/10.1007/978-3-322-91507-8_13.

Full text
APA, Harvard, Vancouver, ISO, and other styles
10

Marion, Frédéric. "Service Coproduction and Customer Participation." In Advances in Services Marketing. Deutscher Universitätsverlag, 1997. http://dx.doi.org/10.1007/978-3-322-91507-8_2.

Full text
APA, Harvard, Vancouver, ISO, and other styles

Conference papers on the topic "Marketing Customer services"

1

Kimita, Koji, Yohei Yoshimitsu, Yoshiki Shimomura, and Tamio Arai. "A Customers’ Value Model for Sustainable Service Design." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49564.

Full text
Abstract:
To solve the current environmental problems, it is necessary to reconsider the current mass production paradigm and create products of higher value, based largely on knowledge and service content, to compensate for volume reduction under the concept of dematerialization. On the basis of this concept, we propose a new engineering discipline to examine services called ‘Service Engineering’. Service Engineering aims to provide services that generate high customer satisfaction. To achieve this, we have developed methods that allow service designers to design and evaluate the design solution from t
APA, Harvard, Vancouver, ISO, and other styles
2

Arai, Keita, Yoshitaka Sakurai, Eriko Sakurai, Setsuo Tsuruta, and Rainer Knauf. "Visualization System for Analyzing Customer Comments in Marketing Research Support System." In 2019 IEEE World Congress on Services (SERVICES). IEEE, 2019. http://dx.doi.org/10.1109/services.2019.00042.

Full text
APA, Harvard, Vancouver, ISO, and other styles
3

Lee, Kelvin, and Laura Salciuviene. "Preferred customer communication contacts in services." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.05.10.19.

Full text
APA, Harvard, Vancouver, ISO, and other styles
4

Thaichon, Paramaporn, Antonio Lobo, and Ann Mitsis. "CUSTOMER LOYALTY IN HIGH-TECH INTERNET SERVICES." In Bridging Asia and the World: Globalization of Marketing & Management Theory and Practice. Global Alliance of Marketing & Management Associations, 2014. http://dx.doi.org/10.15444/gmc2014.03.01.01.

Full text
APA, Harvard, Vancouver, ISO, and other styles
5

Davidson, Joyce. "A total workout - cross-training customer services and marketing." In the 27th annual ACM SIGUCCS conference. ACM Press, 1999. http://dx.doi.org/10.1145/337043.337085.

Full text
APA, Harvard, Vancouver, ISO, and other styles
6

Hara, Tatsunori, Tamio Arai, and Yoshiki Shimomura. "Integrated Representation of Function, Service Activity, and Product Behavior for Service Development." In ASME 2008 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/detc2008-49511.

Full text
Abstract:
Manufacturers are required to supply more services to customers in addition to material products. Although there are many literatures on the Product–Service System (PSS), computerized tools for this system have not been established until now. In this paper, we aim to present a modeling method and computer-aided design (CAD) tool to combine function, product, and service activity for the development of service offerings like the PSS. In our method, product and service activities are designed in parallel according to customer value. A service blueprint in the marketing field is extended to inclu
APA, Harvard, Vancouver, ISO, and other styles
7

Li, Chunxia, Xuechao Wei, and Xiaoyan Zhang. "Chinese Home Appliance Retailing Services Marketing Strategy based on Customer Value." In 7th International Conference on Education, Management, Information and Mechanical Engineering (EMIM 2017). Atlantis Press, 2017. http://dx.doi.org/10.2991/emim-17.2017.260.

Full text
APA, Harvard, Vancouver, ISO, and other styles
8

Montandon, Corinne, and Marianne Zentriegen. "Applications of Customer Focused E-Learning." In 2003 Informing Science + IT Education Conference. Informing Science Institute, 2003. http://dx.doi.org/10.28945/2703.

Full text
Abstract:
This paper provides information on customer focused e-learning (CFEL). It is an overview on the application area of CFEL and the potential of its business applications. Training of customers holds some undiscovered potential. CFEL is a new concept and little technical literature is available yet. In the majority of cases a differentiation is made between the category groups e-learning as business segment (private training) and e-learning as marketing instrument (educommerce). In this paper product training is considered as a third type of CFEL. For the illustration of possible applications of
APA, Harvard, Vancouver, ISO, and other styles
9

Luehrs, Kathrin, and Christoph Schmitz. "TOWARDS A NEW CONCEPTUALIZATION OF CUSTOMER EXPERIENCE QUALITY IN TECHNOLOGY ENABLED COLLABORATIVE CONSUMPTION SERVICES." In Bridging Asia and the World: Global Platform for Interface between Marketing and Management. Global Alliance of Marketing & Management Associations, 2016. http://dx.doi.org/10.15444/gmc2016.08.04.01.

Full text
APA, Harvard, Vancouver, ISO, and other styles
10

"Service Quality of Indonesia’s Cellular Communication Providers and the Impact on Customer Loyalty An Analysis of the College Students Using ,Prepaid Services in Bandung." In International Conference on Business, Marketing and Information System Management. International Centre of Economics, Humanities and Management, 2015. http://dx.doi.org/10.15242/icehm.ed1115024.

Full text
APA, Harvard, Vancouver, ISO, and other styles
You might also be interested in the extended bibliographies on the topic 'Marketing Customer services' for particular source types:
Journal articles Dissertations / Theses Books
We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!

To the bibliography