Technology-driven service strategy

[1]  D. MacInnis,et al.  A Framework for Conceptual Contributions in Marketing , 2011, How to Get Published in the Best Marketing Journals.

[2]  W. Reinartz,et al.  Customer Relationship Management: Concept, Strategy, and Tools, 2/E , 2018 .

[3]  V. Kumar,et al.  Customer engagement: the construct, antecedents, and consequences , 2016, Journal of the Academy of Marketing Science.

[4]  Irene C. L. Ng,et al.  The Internet-of-Things: Review and research directions , 2017 .

[5]  Ming-Hui Huang,et al.  Getting Smart , 2017 .

[6]  Dwayne D. Gremler,et al.  The Future of Frontline Research , 2016 .

[7]  Werner Reinartz,et al.  Creating Enduring Customer Value , 2016 .

[8]  M. Wedel,et al.  Marketing Analytics for Data-Rich Environments , 2016 .

[9]  Robert W. Palmatier,et al.  Dynamic Relationship Marketing , 2016 .

[10]  Dheeraj Sharma,et al.  Does relationship marketing matter in online retailing? A meta-analytic approach , 2016 .

[11]  Sunil Mithas,et al.  How Information Technology Strategy and Investments Influence Firm Performance: Conjecture and Empirical Evidence , 2016, MIS Q..

[12]  Todd J. Arnold,et al.  Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources , 2016 .

[13]  Michel Wedel,et al.  Adaptive personalization using social networks , 2015, Journal of the Academy of Marketing Science.

[14]  Ashutosh Dixit,et al.  Research framework, strategies, and applications of intelligent agent technologies (IATs) in marketing , 2015, Journal of the Academy of Marketing Science.

[15]  Robert W. Palmatier,et al.  Understanding loyalty program effectiveness: managing target and bystander effects , 2016 .

[16]  CARLOS A. GOMEZ-URIBE,et al.  The Netflix Recommender System , 2015, ACM Trans. Manag. Inf. Syst..

[17]  Robert W. Palmatier,et al.  Dependence and interdependence in marketing relationships: meta-analytic insights , 2015 .

[18]  Donna L. Hoffman,et al.  Emergent Experience and the Connected Consumer in the Smart Home Assemblage and the Internet of Things , 2015 .

[19]  Joel E. Collier,et al.  How customers view self-service technologies , 2015 .

[20]  Seigyoung Auh,et al.  Why customer participation matters , 2014 .

[21]  V. Kumar,et al.  Assessing the Influence of Economic and Customer Experience Factors on Service Purchase Behaviors , 2014, Mark. Sci..

[22]  Ruth N. Bolton,et al.  Small details that make big differences: a radical approach to consumption experience as a firm's differentiating strategy , 2014 .

[23]  Michael D. Giebelhausen,et al.  Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters , 2014 .

[24]  R. Rust,et al.  Should Your Business Be Less Productive , 2014 .

[25]  Roland T. Rust,et al.  The Service Revolution and the Transformation of Marketing Science , 2014, Mark. Sci..

[26]  R. Austin,et al.  The Dandelion Principle: Redesigning Work for the Innovation Economy , 2014 .

[27]  R. Rust,et al.  IT-Related Service , 2013 .

[28]  Mary Jo Bitner,et al.  High Tech and High Touch , 2013 .

[29]  Rajiv P. Dant,et al.  Relationship Velocity: Toward a Theory of Relationship Dynamics , 2013 .

[30]  Tom J. Brown,et al.  How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation , 2012 .

[31]  R. Rust,et al.  Optimizing Service Productivity , 2012 .

[32]  T. Levitt Production-Line Approach to Service , 2012 .

[33]  H. Wilson,et al.  Customer experience quality: an exploration in business and consumer contexts using repertory grid technique , 2011 .

[34]  R. Brodie,et al.  Customer Engagement , 2011 .

[35]  Michael Ahearne,et al.  The Role of Technology at the Interface Between Salespeople and Consumers , 2010 .

[36]  Ajay K. Kohli,et al.  Ties that Bind: The Impact of Multiple Types of Ties with a Customeron Sales Growth and Sales Volatility , 2010 .

[37]  N. Franke,et al.  Testing the Value of Customization: When Do Customers Really Prefer Products Tailored to Their Preferences? , 2009 .

[38]  John R. Hauser,et al.  Website Morphing , 2009, Mark. Sci..

[39]  Katherine N. Lemon,et al.  Customer Experience Creation: Determinants, Dynamics and Management Strategies , 2009 .

[40]  Robert W. Palmatier,et al.  Effect of Service Transition Strategies on Firm Value , 2008 .

[41]  Jagdip Singh,et al.  Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction , 2008 .

[42]  Roland T. Rust,et al.  My Mobile Music: An Adaptive Personalization System For Digital Audio Players , 2007 .

[43]  Barak Libai,et al.  Invited Commentary---Why Does Poor Service Prevail? , 2006 .

[44]  Tuck Siong Chung,et al.  Marketing Models of Service and Relationships , 2006 .

[45]  Dominique M. Hanssens,et al.  Modeling Customer Lifetime Value , 2006 .

[46]  Robert W. Palmatier,et al.  Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis , 2006 .

[47]  Yu Jeffrey Hu,et al.  From Niches to Riches: Anatomy of the Long Tail , 2006 .

[48]  A. Payne,et al.  A Strategic Framework for Customer Relationship Management , 2005 .

[49]  E. Anderson,et al.  Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction , 2005 .

[50]  Glen Allmendinger,et al.  Four strategies for the age of smart services. , 2005, Harvard business review.

[51]  Subhash Sharma,et al.  The Role of Relational Information Processes and Technology Use in Customer Relationship Management , 2005 .

[52]  R. Rust,et al.  Optimizing the Marketing Interventions Mix in Intermediate-Term CRM , 2005 .

[53]  Gregory R. Heim,et al.  Service Product Configurations in Electronic Business-to-Consumer Operations , 2005 .

[54]  Steven M. Shugan Brand Loyalty Programs: Are They Shams? , 2005 .

[55]  Steven M. Shugan The Impact of Advancing Technology on Marketing and Academic Research , 2004 .

[56]  A. Hausman,et al.  Modeling the patient-physician service encounter: Improving patient outcomes , 2004 .

[57]  Rajkumar Venkatesan,et al.  A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy , 2004 .

[58]  Wayne D. Hoyer,et al.  The Customer Relationship Management Process: Its Measurement and Impact on Performance , 2004 .

[59]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[60]  Katherine N. Lemon,et al.  Return on Marketing: Using Customer Equity to Focus Marketing Strategy , 2004 .

[61]  Sumit Sarkar,et al.  The Role of the Management Sciences in Research on Personalization , 2003, Manag. Sci..

[62]  P. K. Kannan,et al.  E-service: a new paradigm for business in the electronic environment , 2003, CACM.

[63]  Keith Devlin,et al.  WHY UNIVERSITIES REQUIRE COMPUTER SCIENCE STUDENTS TO TAKE MATH , 2003 .

[64]  Kirthi Kalyanam,et al.  The e-marketing mix: A contribution of the e-tailing wars , 2002 .

[65]  Darrell K. Rigby,et al.  Avoid the four perils of CRM. , 2002, Harvard business review.

[66]  J. J. Cronin,et al.  Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach , 2001 .

[67]  Katherine N. Lemon,et al.  E-Service and the Consumer , 2001, Int. J. Electron. Commer..

[68]  Yao-Hua Tan,et al.  On Lean Messaging with Unfolding and Unwrapping for Electronic Commerce , 2000, Int. J. Electron. Commer..

[69]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[70]  Roland T. Rust,et al.  Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy (Управление ценностью клиентуры: как ценность клиентской базы изменяет корпоративную стратегию) , 2000 .

[71]  Jagdip Singh Performance Productivity and Quality of Frontline Employees in Service Organizations , 2000 .

[72]  Atul Parvatiyar,et al.  Handbook of Relationship Marketing , 1999 .

[73]  Roland T. Rust,et al.  Technology and Optimal Segment Size , 1998 .

[74]  Hal R. Varian,et al.  Information rules - a strategic guide to the network economy , 1999 .

[75]  R. Rust,et al.  Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services , 1997 .

[76]  Rosalind W. Picard Affective Computing , 1997 .

[77]  Mary Jo Bitner,et al.  Building service relationships: It’s all about promises , 1995 .

[78]  L. Berry Relationship marketing of services—growing interest, emerging perspectives , 1995 .

[79]  J. Sheth,et al.  The evolution of relationship marketing , 1995 .

[80]  Peter Norvig,et al.  Artificial Intelligence: A Modern Approach , 1995 .

[81]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[82]  Ruth N. Bolton,et al.  A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction , 1994 .

[83]  A. Parasuraman,et al.  Building a New Academic Field-- The Case of Services Marketing , 1993 .

[84]  Mary Jo Bitner,et al.  Tracking the evolution of the services marketing literature , 1993 .

[85]  James A. Narus,et al.  Partnering as a Focused Market Strategy , 1991 .

[86]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[87]  Lawrence A. Crosby,et al.  Relationship Quality in Services Selling: An Interpersonal Influence Perspective: , 1990 .

[88]  S. Vandermerwe,et al.  Servitization of business : Adding value by adding services , 1988 .

[89]  R. B. Chase,et al.  The Service Factory , 1988 .

[90]  R. Schmenner How can service businesses survive and prosper? , 1986, Sloan management review.

[91]  A. Parasuraman,et al.  Problems and Strategies in Services Marketing , 1985 .

[92]  C. Lovelock Classifying Services to Gain Strategic Marketing Insights , 1983 .

[93]  T. Levitt Marketing Intangible Products and Product Intangibles , 1981 .

[94]  Peter K. Mills,et al.  Toward a Core Typology of Service Organizations , 1980 .

[95]  G. L. Shostack Breaking Free from Product Marketing , 1977 .