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Artikelen voor de cursus Services Marketing Management 2011-2012

Coelho, F., and Augusto, M. (2010). Job Characteristics and the Creativity of Frontline Service Employees. Journal of Service Research, 13(4), 426-438.

http://jsr.sagepub.com/content/early/2010/05/19/1094670510369379.full.pdf Garnefield, I. et. al. (2011). Walk Your Talk: An Experimental Investigation of the Relationship Between Word of Mouth and Communicators Loyalty. Journal of Service Research, 14(1), 93-107.

http://jsr.sagepub.com/content/14/1/93.full.pdf Ordanini, A., and Parasuraman, A. (2011). Service Innovation Viewed Through a ServiceDominant Logic Lens: A Conceptual Framework and Empirical Analysis. Journal of Service Research, 14(1), 3-23.

http://jsr.sagepub.com/content/14/1/3.full.pdf Reinders, M.J. et. al. (2008). Consequences of Forcing Consumers to Use Technology-Based Self-Service. Journal of Service Research, 11(2), 107-123.

http://jsr.sagepub.com/content/11/2/107.full.pdf Vargo, S.L. and Lusch, R.F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1-17.

http://courses.ischool.berkeley.edu/i210/f07/readings/VargoLusch.pdf Voorhees, C.M. et. al. (2009). It Depends Moderating the Relationships Among Perceived Waiting Time, Anger, and Regret. Journal of Service Research, 12(2), 138-155.

http://jsr.sagepub.com/content/12/2/138.full.pdf