Section 4: MARKETING MANAGEMENT/STRATEGY

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Section 4: MARKETING MANAGEMENT/STRATEGY





MARKETING ORGANIZATIONS/MARKETING ORIENTATION



Bagozzi, R. (1975), “Marketing as Exchange,”
Journal of Marketing
, 39 (October), 32
-
39.



Day, G. (1994), “The Capabilities of Market
-
Driven Organizations,”
Journa
l of Marketing
, 58
(October), 37
-
52.



Deshpande, R., J. Farley, and F. Webster (1993), “Corporate Culture, Customer Orientation, and
Innovativeness in Japanese Firms: A Quadrad Analysis,”
Journal of Marketing
, 57 (January),
23
-
37.



Hutt, M., P. Reingen,
and J. Ronchetto (1988), “Tracing Emergent Processes in Marketing Strategy
Formation,”
Journal of Marketing
, 52 (January), 4
-
19.



Jaworski, B. and A. Kohli (1993), “Market Orientation: Antecedents and Consequences,”
Journal of
Marketing
, 57 (July), 53
-
70.



Jaworski, B., V. Stathakopoulos, H. Krishnan (1993), “Control Combinations in Marketing:
Conceptual Framework and Empirical Evidence,”
Journal of Marketing
, 57 (January), 57
-
69.



Kohli, A. and B. Jaworski (1990), “Market Orientation: The Constrct, Rese
arch Propositions, and
Managerial Implications,”
Journal of Marketing
, 54 (April), 1
-
18.



Narver, J. and S. Slater (1990), “The Effect of Market Orientation on Business Profitability,”
Journal
of Marketing
, 54 (October), 20
-
35.



Slater, S. and J. Narver
(1995), “Market Orientation and the Learning Organization,”
Journal of
Marketing
, 59 (July), 63
-
74.



Walker, O. and R. Ruekert (1987), “Marketing’s Role in the Implementation of Business Strategies: A
Critical Review and Conceptual Framework,”
Journal of
Marketing,
51 (July), 15
-
33.



Webster, F. (1992), “The Changing Role of Marketing in the Corporation,”
Journal of Marketing
, 56
(October), 1
-
17.





COMPETITION

(Conceptual)



Barney, J. (1991), “Firm Resources and Sustained Competitive Advantage,”
Journ
al of Management
,
17, 99
-
120.



Day, G. and R. Wensley (1988), “Assessing Advantage: A Framework for Diagnosing Competitive
Superiority,”
Journal of Marketing
, 52 (April), 1
-
20.



Deligonul, Z. and S. Cavusgil (1997), “Does the Comparative Advantage Theory

of Competition
Really Replace the Neoclassical Theory of Perfect Competition?”
Journal of Marketing
, 61
(October), 65
-
73.



Dickson, P. (1992), “Toward a General Theory of Competitive Rationality,”
Journal of Marketing
, 56
(January), 69
-
83.



Dickson, P.

(1996), “The Static and Dynamic Mechanics of Competition: A Comment on Hunt and
Morgan's Comparative Advantage Theory;”
Journal of Marketing
, 60 (October), 102
-
106.



Hoch, S. and J. Deighton (1989), “Managing What Consumers Learn from Experience,”
Journa
l of
Marketing
, 53 (April), 1
-
20.



Hunt, S. and R. Morgan (1995), “The Comparative Advantage Theory of Competition,”
Journal of
Marketing
, 59 (April), 1
-
15.



Hunt, S. and R. Morgan (1996), “The Resource
-
Advantage Theory of Competition: Dynamics, Path
Dep
endencies, and Evolutionary Dimensions,”
Journal of Marketing
, 60 (October), 107
-
114.



Hunt, S. and R. Morgan (1997), “Resource
-
Advantage Theory: A Snake Swallowing Its Tail or a
General Theory of Competition?”
Journal of Marketing
, 61 (October), 74
-
82.



McAfee, P. and J. McMillan (1996), “Competition and Game Theory,”
Journal of Marketing Research
,
23, (August), 263
-
267.



Moorthy, K. (1985), “Using Game Theory to Model Competition,”
Journal of Marketing Research
, 22
(August), 262
-
82.



Rumelt, R. (1984)
, “Towards a Strategic View of the Firm,” in
Competitive Strategic Management
, R.
Lamb ed., (Englewood Cliffs, NJ: Prentice
-
Hall).



Wernerfelt, B. (1984), “A Resource Based View of the Firm,”
Strategic Management Journal
, 5, 171
-
180.





PIONEER ADVANTAG
E



Bowman, D. and H. Gatignon (1996), “Order of Entry as a Moderator of the Effect of the Marketing
Mix on Market Share,”
Marketing Science
, 15, 222
-
242.



Brown, C. and J. Lattin (1994), “Investigating the Relationship Between Time in Market and
Pioneeri
ng Advantage,”
Management Science
, 40 (October), 1361
-
1369.



Carpenter, G. and K. Nakamoto (1989), “Consumer Preference Formation and Pioneering Advantage,”
Journal of Marketing Research
, 26 (August), 285
-
298.



Huff, L. and W. Robinson (1994), “The Impac
t of Leadtime and Years of Competitive Rivalry on
Pioneer Market Share Advantages,”
Management Science
, 40 (October), 1370
-
1377.



Kalyanaram, G. and G. Urban (1992), “Dynamic Effects of the Order of Entry on Market Share, Trial
Penetration, and Repeat Pur
chases for Frequently Purchased Consumer Goods,”
Marketing
Science
, 11 (Summer), 235
-
250.



Kalyanaram, G., W. Robinson, and G. Urban (1995), “Order of Entry: Established Empirical
Generalizations, Emerging Empirical Generalizations, and Future Research,”
Marketing
Science
, 14 (Summer), G212
-
G221.



Kardes, F. and G. Kalyanaram (1992), “Order
-
of
-
Entry Effects on Consumer Memory and Judgment:
An Information Integration Perspective,
Journal of Marketing Research,
29 (August), 343
-
357.



Kerin, R., P. Varadara
jan, and R. Peterson (1992), “First
-
Mover Advantage: A Synthesis, Conceptual
Framework, and Research Propositions,”
Journal of Marketing
, 56 (October), 33
-
52.



Lieberman, M. and D. Montgomery (1988), “First
-
Mover Advantages,”
Strategic Management
Journal
, 9,41
-
58.



Robinson W. and C. Fornell (1985),"Sources of Market Pioneer Advantages in Consumer Goods
Industries,"
Journal of Marketing Research
, 22, (August), 305
-
17.



Robinson, W. (1988), "Sources of Market Pioneer Advantages: The Case of Industrial G
oods
Industries,"
Journal of Marketing Research
, 25, 87
-
94.



Schmalensee, R. (1982), “Product Differentiation Advantages of Pioneer Brands,”
American Economic
Review
, 72 (June), 349
-
365.



Urban, G., T. Carter, S. Gaskin, and Z. Mucha (1986), “Market Shar
e Rewards to Pioneering Brands:
An Empirical Analysis and Strategic Implications,”
Management Science
, 32 (June), 645
-
659.





LATE
-
MOVER ADVANTAGE



Bayus, B., S. Jain, and A. Rao (1997), ‘Too Little, Too Early: Introduction Timing and New Product
Perform
ance in the Personal Digital Assistant Industry,”
Journal of Marketing Research
, 34
(February), 50
-
63.



Carpenter, G. and K. Nakamoto (1990), “Competitive Strategies for Late Entry Into a Market with a
Dominant Brand,”
Management Science
, 16 (October), 12
68
-
1278.



Golder, P. and G. Tellis (1993), “Pioneering Advantage: Marketing Logic of Marketing Legend?”
Journal of Marketing Research
, 30 (May), 158
-
170.



Lilien, G. and E. Yoon (1990), “The Timing of Competitive Market Entry: An Exploratory Study of
New

Industrial Products,” Management Science, 36 (May), 568
-
585.



Mahajan, V. S. Sharma, and R. Buzzell (1993), ‘Assessing the Impact of Competitive Entry on Market
Expansion and Incumbent Sales,”
Journal of Marketing
, 57 (July), 39
-
52.



Shankar, V., G. Car
penter, and L. Krishnamurthi (1998), “Late Mover Advantage: How Innovative
Late Entrants Outsell Pioneers,”

Journal of Marketing Research,
35 (February), 54
-
70.



Zhang, S. and A. Markman (1998), “Overcoming the Early Entrant Advantage: The Role of Alignab
le
and Nonalignable Differences,
Journal of Marketing Research,
35 (November), 413
-
426.





INCUMBENT REACTION



Bowman, D. and H. Gatignon (1995), “Determinants of Competitor Response Time to a New Product
Introduction,”
Journal of Marketing Research
, 32
(February), 42
-
53.



Gatignon, H., E. Anderson, and K. Helsen (1989), “Competitive Reactions to Market Entry: Explaining
Interfirm Differences,” Journal of Marketing Research, (February),44
-
55.



Ghemawat, P. (1991), “Market Incumbency and Technological In
ertia,”
Marketing Science
, 10
(Spring), 161
-
171.



Gruca, T., K. Kumar, and D. Sudharshan (1992), “An Equilibrium Analysis of Defensive Response to
Entry Using a Coupled Response Function Model,” Marketing Science, 11 (Fall), 348
-
358.



Gruca, T. and D. Su
dharshan (1995), “A Framework for Entry Deterrence Strategy: The Competitive
Environment, Choices, and Consequences,”
Journal of Marketing
, 59 (July), 44
-
55.



Hauser, J. and S. Shugan (1982), “Defensive Marketing Strategies,”
Marketing Science
, 2 (Fall),

319
-
360.



Kalra, A., S. Rajiv, and K.Srinivasan (1998), “Response to Competitive Entry: A Rationale for Delayed
Defensive Reaction,” Marketing Science, 17 , 380
-
405.



Kumar, K. and D. Sudharshan (1988), “Defensive Marketing Strategies: An Equilibrium An
alysis
Based on Decoupled Response Function Models,” Management Science, 34 (July), 805
-
815.



Robinson, W. (1988), “Marketing Mix Reactions to Entry,” Marketing Science, 7 (Fall), 368
-
385.



Shankar, V. (1997), “Pioneer’s Marketing Mix Reactions to Entry
in Different Competitive Game
Structures: Theoretical Analysis and Empirical Illustration,”
Marketing Science
, 16, 271
-
293.





NETWORK EXTERNALITIES



Katz, M. and C. Shapiro (1986), “Network Externalities, Competition, and Compatibility,
American
Economi
c Review
, 75, 424
-
440.



Farrell, J. and G. Saloner (1986), “Installed Base and Compatibility: Innovation, Product
Preannouncement and Predation,”
American Economic Review
, 76, 940
-
955.



Xie, J. and M. Sirbu (1995), “Price Competition and Compatibility in

the Presence of Positive Demand
Externalities,”
Management Science
, 41 (May), 909
-
926.



POSITIONING



Carpenter, G. (1989), “Perceptual Position and Competitive Brand Strategy in a Two
-
Dimensional,
Two
-
Brand Market,”
Management Science
, 35 (September), 1
029
-
1044.



Carpenter, G., R. Glazer, and K. Nakamoto (1994), “Meaningful Brands from Meaningless
Differentiation: The Dependence on Irrelevant Attributes,”
Journal of Marketing Research
, 31
(August), 339
-
350.



D’aspremont, J. Gabszewicz, and J. Thisse (1
979), “On Hotelling’s ‘Stability of Competition’,”
Econometrica
, 47 (September), 1145
-
1150.



DePalma, A., V. Ginsburgh, Y. Papageorgiou (1985), “The Principle of Minimum Differentiation
Holds Under Sufficient Heterogeneity,”
Econometrica
, 53 (July), 767
-
7
81.



Hotelling. H. (1929), “Stability in Competition,”
The Economic Journal
, 39 (March), 41
-
57.



Huber, J., J. Payne, and C. Puto (1982), “Adding Asymmetrically dominated Alternative: Violation of
Regularity and the Similarity Hypothesis,”
Journal of Con
sumer Research
, 18 (December),
325
-
345.



Glazer, R., B. Kahn, and W. Moore (1991), “The Influence of External Constraints on Brand Choice:
The Lone
-
Alternative Effect,”
Journal of Consumer Research,”

18, 199
-
127.



Simonson, I. (1989), “Choice Based on Re
asons: The Case of Attraction and Compromise Effects,”
Journal of Consumer Research
, 16 (September), 158
-
174.





PRICING



Hauser, J. (1988), “Competitive Price and Positioning Strategies,”
Marketing Science
, 7 (Winter), 76
-
91.



Horsky, D. and P. Nelson
(1992), “New Brand Positioning and Pricing in an Oligopolistic Market,”
Marketing Science
, 11 (Spring), 133
-
152.



Kalyanaram, G. (1995), “Empirical Generalizations from Reference Price Research,”
Marketing
Science
, 14 (Summer), G161
-
G169.



Roy,A., D. Han
ssens, and S. Raju (1994), “Competitive Pricing by a Price Leader,”
Management
Science
, 40 (July), 809
-
825.



Vandenbosch, M. and C. Weinberg (1995), “Product and Price Competition in a Two
-
Dimensional
Vertical Differentiation Model,
Marketing Science
, 14
(Spring), 224
-
249.





ADVERTISING



Assmus, B., J. Farley, and D. Lehmann (1984), “How Advertising Affects Sales: Meta
-
Analysis of
Econometric Results,”
Journal of Marketing Research
, 21 (February), 65
-
74,



Chintagunta, P., and N. Vilcassim (1992), “An E
mpirical Investigation of Advertising Strategies in a
Dynamic Duopoly,”
Management Science
, 38 (September), 1230
-
1244.



Deighton, J., C. Henderson, and S. Neslin (1994), “The Effects of Advertising on Brand Switching and
Repeat Purchasing,”
Journal of Mar
keting Research
, 31 (February), 28
-
43.



Erikson, G. (1992), “Empirical Analysis of Closed
-
Loop Duopoly Advertising Strategies”
Management
Science
, 38, (December), 1732
-
1749.



MacKenzie, S., R. Lutz, and G. Belch (1986), “The Role of Attitude Toward the A
d as a Mediator of
Advertising Effectiveness: A Test of Competing Explanations,”
Journal of Marketing
Research
, 23 (May), 130
-
143.



Park, S. and M. Hahn (1991), “Pulsing in Discrete Model of Advertising Competition,”
Journal of
Marketing Research
, 28 (Nov
ember), 397
-
405.



Villa
-
Boas, M. (1993), “Predicting Advertising Pulsing Policies in An Oligopoly: A Model and
Empirical Test,”
Marketing Science
, 12 (Winter), 88
-
102.



Tellis, G. (1988), “Advertising Exposure, Loyalty, and Brand Purchase: Two
-
Stage Mode
l of Choice,”
Journal of Marketing Research
, 25 (May), 134
-
144.





MARKETING MIX
-
PERFORMANCE LINK



Carpenter, G. (1987), “Modeling Competitive Marketing Strategies: The Impact of Marketing
-
Mix
Relationships and Industry Structure,”
Marketing Science
, 6
(Spring), 208
-
221.



Dekimpe, M. and D. Hanssens (1995), “The Persistence of Marketing Effects on Sales,”
Marketing
Science
, 14 (Winter), 1
-
21.



Erickson, G. and R. Jacobson (1992), “Gaining Comparative Advantage Through Discretionary
Expenditures: The Re
turns to R&D and Advertising,”
Management Science
, 38 (September),
1264
-
1279.



Jacobson, R. (1990), “Unobservable Effects and Business Performance,”
Marketing Science
, 9
(Winter), 74
-
85.



Montgomery, C. and B. Wernerfelt (1991), “Sources of Superior Perf
ormance: Market Share Versus
Industry Effects,”
Management Science
, 37 (August), 954
-
959.



Ramaswamy, V., W. DeSarbo, D. Reibstein, and W. Robinson (1993), “An Empirical Pooling
Approach for Estimating Marketing Mix Elasticities with PIMS Data,
Marketing
Science
, 12
(Winter), 103
-
124.





NEW PRODUCTS



Ayers, D., R. Dahlstrom, and S. Skinner (1997), “An Exploratory Investigation of Organizational
Antecedents to New Product Success,”
Journal of Marketing Research
, 34 (1997), 107
-
116.



Chandy, R. and G. T
ellis (1998), “Organizing for Radical Product Innovation: The Overlooked Role of
Willingness to Cannibalize,” Journal of Marketing Research, 35 (November), 474
-
487.



Cooper, L. (2000), “Strategic Marketing Planning for Radically New Products,”
Journal of
Marketing
,
64 (January), 1
-
16.



Datar, S., C. Jordan, S. Kekre, S. Rajiv, and K. Srinivasan (1997), “Advantages of Time
-
based New
Product Development in a Fast
-
Cycle Inductry,”
Journal of Marketing Research
, 34
(February), 36
-
49.



Gatignon, H., B. Weitz,

and P. Bansal (1990), “Brand Introduction Strategies and Competitive
Environments,”
Journal of Marketing Research
, 27 (November), 390
-
401.



Gatignon, H. and J. Xuereb (1997), “Strategic Orientation of the Firm and New Product Performance,”
Journal of Mar
keting Research
, 34 (February), 77
-
90.



Golder, P. and G. Tellis (1997), “Will It Ever Fly? Modeling the Takeoff of Really New Consumer
Durables,”
Marketing Science
, 16, 256
-
270.



Griffin, A. (1997), “The Effect of Project and Process Characteristics on
Product Development Cycle
Time,”
Journal of Marketing Research
, 34 (February), 24
-
35.



Griffin, A. and J. Hauser (1993), ‘The Voice of the Customer,”
Marketing Science
, 12 (Winter), 1
-
27.



Ittner, C. and D. Larcker (1997), “Product Development Cycle Time

and Organizational Performance,
Journal of Marketing Research
, 34 (February), 13
-
23.



Moorman, C. and A. Miner (1997), “The Impact of Organizational Memory on New Product
Performance and Creativity,”
Journal of Marketing Research
, 34 (February), 91
-
106.



Silk, A. and G. Urban (1978), “Pre
-
Test
-
Market Evaluation of New Packaged Goods: A Model and
Measurement Methodology,” Journal of Marketing Research, 15 (May), 171
-
191.



Wind, J. and V. Mahajan (1997), “Issues and Opportunities in New Product Developmen
t: An
Introduction to the Special Issue,”
Journal of Marketing Research
, 34 (February), 1
-
12.



Workman, R. (1993), “Marketing’s Limited Role in New Product development in One Computer
Systems Firm,”
Journal of Marketing Research
, 30 (November), 405
-
421,





BRAND MANAGEMENT

(Brand Equity/Brand Extensions/Product
-
Line Extensions & Deletions)



Aaker, D. and K. Keller (1990), “Consumer Evaluations of Brand Extensions,”
Journal of Marketing
,
54 (January), 27
-
41.



Ahluwalia, R. and Z. Gürhan
-
Canli (2000), “Th
e Effects of Extensions on the Family Brand Name: An
Accessibility
-
Diagnosticity Perspective,”
Journal of Consumer Research
, 27 (December),
371
-
381.



Bayus, B. and W. Putsis (1999), “Product Proliferation: An Empirical Analysis of Product Line
Determinan
ts and Market Outcomes,”
Marketing Science
, 18, 137
-
153.



Boush, D. and B. Loken (1991), “A Process
-
Tracing Study of Brand Extension Evaluation,”
Journal of
Marketing Research
, 28 (February), 16
-
28.



Broniarczyk, S. and J. Alba (1994), “The Importance of

the Brand in Brand Extension,”
Journal of
Marketing Research
, 31 (May), 214
-
228.



Broniarczyk, S., W. Hoyer, and L. McAlister (1998), “Consumers’ Perceptions of the Assortment
Offered in a Grocery Category: The Impact of Item Reduction,” Journal of Marke
ting
Research, 35 (May), 166
-
176.



Gurhan
-
Canli, Z. and D. Maheswaran (1998), “The Effects of Extensions on Brand Name Dilution and
Enhancement,” Journal of Marketing Research, 35 (November), 464
-
473.



Keller, K. (1993), “Conceptualizing, Measuring, and
Managing Customer
-
Based Brand Equity,”
Journal of Marketing
, 57 (January), 1
-
22.



Keller, K. and D. Aaker (1992), “The Effects of Sequential Introduction of Brand Extensions,”
Journal
of Marketing Research
, 29 (February), 35
-
50.



Loken, B. and D. Roedder
-
John (1993), “Diluting Brand Beliefs: When Do Brand Extensions Have a
Negative Impact?”
Journal of Marketing
, 57 (July), 71
-
84.



Moorthy, K. and I. Png (1992), “Market Segmentation, Cannibalization and the Timing of Product
Introductions,”
Management Sci
ence
, 38 (March), 345
-
359.



Park, C., S. Jun, and (1996), “Composite Branding Alliances: An Investigation of Extension and
Feedback Effects,”
Journal of Marketing Research
, 33 (November), 453
-
466.



Park, C., S. Milberg, and R. Lawson (1991), “Evaluation
of Brand Extensions: The Role of Product
Feature Similarity and Brand Concept Consistency,”
Journal of Consumer Research
, 18
(September), 185
-
193.



Reddy, S., S. Holak, and S. Bhat (1994), “To Extend of Not to Extend: Success Determinants of Line
Extensio
ns,”
Journal of Marketing Research
, 31 (May), 243
-
262.



Simon, C. and M. Sullivan (1993), “The Measurement and Determinants of Brand Equity: A Financial
Approach,”
Marketing Science
, 12 (Winter), 28
-
52.



Smith, D. and C. Park (1992), “The Effects of Bran
d Extensions on Market Share and Advertising
Efficiency,”
Journal of Marketing Research
, 29 (August), 296
-
313.



Sullivan, M. (1992), “Brand Extensions: When to Use Them,”
Management Science
, 38 (June), 793
-
806.





SALESFORCE



Basu, A., R. Lal, V. Sriniv
asan, and R. Staelin (1985),“Salesforce Compensation Plans: Theoretical
Perspective,”
Marketing Science
, 4, 267
-
291.



Churchill, G., N. Ford, S. Hartley, and O. Walker, (1985), “The Determinants of Salesperson Performance:
A Meta
-
Analysis,”
Journal of Mar
keting Research
, 22 (May), 103
-
118.



Coughlan, A. and S. Sen (1989), “Salesforce Compensation: Theory and Managerial Implications,”
Marketing Science
, 8, 324
-
342.



Ramaswamy, Sinha, and Zoltners (1990), “An Integrated Model
-
Based Approach for Sales Force

Structuring,”
Marketing Science
, 9, 279
-
298.



Horsky and Nelson (1996) “Evaluating Salesforce Size and Productivity Through Efficient Frontier
Benchmarking,”
Marketing Science
, 15, 301
-
320.





SATISFACTION



Anderson, E., C. Fornell, and D. Lehmann (19
94), “Customer Satisfaction, Market Share, and
Profitability: Findings from Sweden,” Journal of Marketing, 58 (July), 53
-
66.



Cadotte, E., R. Woodruff, and R. Jenkins (1987), “Expectations and Norms in Models of Consumer
Satisfaction,” Journal of Marketin
g Research, 24 (August), 305
-
314.



Fournier, S. and D. Mick (1999), “Rediscovering Satisfaction,”
Journal of Marketing
, 63 (October), 5
-
23.



Garbarino, E. and M. Johnson (1999), “The different roles of satisfaction, trust, and commitment in
customer rela
tionships,”
Journal of Marketing
, 63 (April), 70
-
87.



Oliver, R (1981), “A Cognitive Model of the Antecedents and Consequences of Satisfaction
Decisions,”
Journal of Marketing Research
, 17 (November), 460
-
469.



Oliver, R. (1993), “Cognition, Affective,
and Attributive Bases of the Satisfaction Response,”
Journal
of Consumer Research
, 24, 127
-
146.



Rust, R. and A. Zahorik (1993), “Customer Satisfaction, Customer Retention, and Market Share,”
Journal Retailing
, 69 (Summer), 193
-
215.



Smith, A., R. Bolton
, and J. Wagner (1999), “A Model of Customer Satisfaction with Service
Encounters Involving Failure and Recovery,”
Journal of Marketing Research
, 36 (August),
356
-
372,





SERVICES MARKETING

Bitner, M. (1992), “Servicescapes: The Impact of Physical Surroun
dings on Customers and
Employees,”
Journal of Marketing
, 56 (April), 57
-
71.



Bolton, R. and J. Drew (1991), “A Multistage Model of Customers’ Assessments of Service Quality
and Value,”
Journal of Consumer Research
, 17 (March), 375
-
384.



Cronin, J. and S
. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,”
Journal of Marketing
, 56 (July), 55
-
68. (NOTE: there is some question over their model and
interpretation of results).



Boulding, W., A. Kalra, R. Staelin, and V. Zeithaml (1993
), “A Dynamic Process Model of Service
Quality: From Expectations to Behavioral Intentions,”
Journal of Marketing Research
, 30
(February), 7
-
27.



Parasuraman, A., V. Zeithaml, and L. Berry (1988), “SERVQUAL: A Multiple
-
Item Scale for
Measuring Consumer Pe
rceptions of Service Quality,”
Journal of Retailing
, 64 (Spring), 12
-
40.



Parasuraman, A., V. Zeithaml, and L. Berry (1991), “Refinement and Reassessment of the
SERVQUAL Scale,”
Journal of Retailing
, 67 (Winter), 420
-
40.



Parasuraman, A., V. Zeithaml, an
d L. Berry (1985), “ A Conceptual Model of Service Quality and Its
Implications for Future Research,”
Journal of Marketing
, 45 (Fall), 41
-
50.



Rust, R., J. Inman, J. Jia, and A. Zahorik (1999), “What You
Don’t

Know About Customer
-
Perceived
Quality: The Ro
le of Customer Expectation Distributions,”
Marketing Science
, 18, 77
-
92.



Zeithaml, V., L. Berry, and A. Parasuraman (1996), “The Behavioral Consequences of Service
Quality,”
Journal of Marketing
, 60 (April), 31
-
46.





VALUE



Zeithaml, V. (1988), “Consu
mer Perceptions of Price, Quality, and Value: A Means
-
End Model and
Synthesis of Evidence,”
Journal of Marketing
, 53 (July), 2
-
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