Emerging Perspectives on Services Marketing

airline American Marketing Association approach aspects automatic teller machine bank Bateson behavior cable Chicago clients communication competitive consumer consumer's consumerism delivery dental dentist dramaturgical dramaturgical perspective evaluation example expectations factors firm's identified implemented important institutions intangible interactive marketing internal marketing involved Journal of Marketing keting Langeard Lovelock major market segment marketing activities marketing department marketing function marketing manager marketing mix Marketing of Services marketing program marketing research marketing strategies ment Merrill Lynch needs operations organizational participation perceived perceptions performance personnel potential problems professional profit purchase relationship marketing responsibility result Retailing role satisfaction scenario script service business service concept service firms service industries service organizations service quality service sector services marketing Shostack specific structure successful sumer suppliers Texas A&M University tion University users vice Wendy's Young & Rubicam