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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. 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. 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. Reinders, M.J. et. al. (2008). Consequences of Forcing Consumers to Use Technology-Based Self-Service. Journal of Service Research, 11(2), 107-123. Vargo, S.L. and Lusch, R.F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1-17. 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.