服务营销研究的热点与前沿英文[]PPT课件.ppt

服务营销研究的热点与前沿 加菲猫版本版本专供人大经济论坛 1 服务营销领域的期刊 JournalofServiceMarketingInternationalMarketingReviewEuropeanJournalofMarketingInternationalJournalofServiceindustryManagementTheServiceIndustriesJournalJournalofInternationalMarketingJournalofMarketingJournalofServiceResearchMarketingIntelligence PlanningJournalofInternationalBusinessStudiesManagingServiceQualityJournalofOperationsManagementJournalofInternationalBusinessStudiesAdvanceinservicesmarketingandmanagementInternationalJournalofProductionEconomicsInternationalJournalofEducationalManagementJournalofMarketingResearchJournalofConsumerResearchMarketingScienceJournalofFinancialServicesMarketing 2 服务营销研究的主要领域 HealthcareHospitalityTravelandtourismFinancialservicesSports 3 服务营销的主要国际会议 TheAMAFrontiersinservicesconferenceTheQualityinservicesconferenceTheEricLangeardInternationalresearchSeminarinservicesmanagement 4 国际研究中心 ArizonaStateUniversityUniversityofMarylandUniversityofKarlstadtHanken SwedishSchoolofEconomicsinFinland 5 服务营销的领军人物1 LeonardL BerryDistinguishedProfessorofMarketingandM B Zalechairinretailingandmarketingleadership TexasA MUniversity Email berryle tamu eduHomepage http wehner tamu edu mktg faculty berrydoctordegree ArizonaStateUniversityResearch servicequalityBooks Discoveringthesoulofservice andonGreatServiceFounder Centerforretailingstudies 6 服务营销的领军人物2 MaryJoBitnerAT Tprofessorofservicesmarketingandmanagement ArizonastateuniversityEmail maryjo bitner asu eduDoctordegree UniversityofWashingtonResearch thecriticalincidenttechniqueinservicesresearch servicescapesBook servicesmarketingcurrentresearchisconcernedwithhowcustomersevaluateserviceencountersandthestrategicrolesoftechnologyandcontactemployeesindeterminingcustomersatisfactionwithservices 7 服务营销的领军人物3 DavidE BowenProfessorofmanagement Thunderbird graduateschoolofinternationalmanagement Doctordegree MichiganstateuniversityResearch empowermentBook Winninginservicegame 8 服务营销的领军人物4 StephenW BrownEdwardM CarsonChairinservicesmarketing ArizonaStateuniversityEmail stephen brown asu eduDoctordegree ArizonaStateuniversityResearch servicerecoveryEditor advanceinservicesmarketingandmanagementFounder centerforservicesleadership Arizonastateuniversity Tempe Arizona 9 服务营销的领军人物5 ChristianGronroosProfessorofservicesandrelationshipmarketing SwedishSchoolofEconomics FinlandDoctordegree Swedishschoolofeconomics FinlandResearch ServiceandralationshipstrategyandcomptitionBook servicemangeagmentandmarketing acustomerrelationshipmanagementapproachFounder Centerforrelationshipmarketingandservicesmarketingmanagement Swedishschoolofeconomics Helsinki Finland 10 服务营销的领军人物6 EvertGummessonProfessorofServicesmanagement StockholmuniversityE mail eg fek su seHomepage www fek su se home eg Doctordegree StockholmuniversityResearch relationshipmarketingCo founder servicesresearchcenter Karlstad SwedenBook TotalrelationshipmarketingNewbook Many to ManyMarketing TheNextStepafterRelationshipMarketing CRMandOne to One 11 服务营销的领军人物7 ChristopherLovelockLovelockAssociatesandadjunctfaculty YaleuniversityHomepage 12 服务营销的领军人物8 AParasuramanJamesMclamoreChairinMarketing UniversityofMiamiEmail parsu miami eduDoctorialdegree IndianauniversityResearch servicequalityBook Marketingservices competingthroughquality 13 2020 2 8 14 服务营销的领军人物9 BenjaminSchneiderProfessorofPsychology UniversityofMarylandE Mail ben psyc umd eduDoctorialdegree UniversityofMarylandResearch organizaionalclimateBook winningtheservicegameAlsoteachinPekingUni 15 服务营销的领军人物10 ValarieA ZeithamlSarahGrahamKenanDistinguishedScholarandProfessorofMarketing universityofNorthCarolinaE mail valariez unc eduWebsite http public kenanflagler unc edu faculty zeithamv Zeithaml2007vita pdfDoctorialdegree universityofmarylandResearch servicequalityBook drivingcustomerequity 16 服务营销的研究热点 微观层面认识顾客倾听顾客需求服务设计传递执行服务管理服务承诺弥合服务差距宏观层面服务与经济服务竞争与战略 17 服务营销的研究热点 认识顾客服务中的消费者行为与服务购买决策过程顾客对服务的期望服务的顾客感知与顾客满意倾听顾客需求营销调研建立顾客关系和关系营销服务补救 18 服务营销的研究热点 传递和执行服务服务传递中的员工角色与内部营销顾客在服务传递中的角色与顾客参与服务接触与服务经验通过中间商和电子渠道传递服务管理服务需求和服务能力 排队管理和收益管理服务竞争与战略服务的国际化与全球化服务行业服务竞争服务品牌 19 服务营销的研究热点 服务的国际化与全球化动力和阻力进入模式跨文化与全球服务战略问题 20 服务营销的研究热点 动力和阻力服务企业国际营销的外部驱动力Lovelock和Yip 1996 服务企业国际营销的内部驱动力CarmanandLangeard 1980 Axinn 1988 Eroglu 1992 Dichtletal 1984 BurtonandSchlegelmilch 1987 KengandJiuan 1989MclnyreandHuszagh 1988服务企业国际营销的阻碍因素Madsen 1987 WinstedandPatterson 1998 GaryKnight 1999 SaeedSamiee 1999 21 服务营销的研究热点 进入模式制造业中得出来的结论适用于服务业Dunning 1989 Boddewyn 1989 Rugman 1981 Sauvant 1993 服务 特性对服务企业的国际市场进入模式选择的影响Erramilli 1977 Johanson 1979 Vahlne 1977 22 服务营销的研究热点 跨文化与全球服务文化与服务预期之间的关系PucikandKatz 1986 DonthuandYoo 1998 Tsikriktsis 2002 文化与服务感知之间的关系Winsted 1997 Mattila 1999 文化与服务质量之间的关系Luk 1997 Furrer Liu andSudharshan 2000 文化与服务感知价值之间的关系Liu Furrer andSudharshan 20