JÖNKÖPING INTERNATIONAL BUSINESS SCHOOL Jönköping University The S e rv ic e B r an d i n g Mo d el Small Service Firms’ Approach to Building Brand Equity Master’s thesis within Marketing Authors: Hermansson‚ Frida Larsson‚ Josephine Tutor: Jönköping Gustavsson‚ Veronica May 2005 Master’s Thesis within Marketing Title: Author: Tutor: Date: Subject terms: The Service Branding Model – Small Service Firms’ Approach to Building Brand Equity Frida Hermansson & Josephine Larsson Veronica Gustavsson
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Pourhamidi‚ Jiju Antony‚ Sung Hyun Park (2012)‚Typology of Kano models: a critical review of literature and proposition of a revised model‚ International Journal of Quality & Reliability Management‚ Vol. 30 No. 3‚ 2013‚ pp. 341-358 Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1985)‚ “A conceptual model of service quality and its implications for future research”‚ Journal of Marketing‚ Vol. 49 No. 3‚ pp. 41-50. Nitin Seth and S.G. Deshmukh and Prem Vrat (2005) “Service quality models: a review” International
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Customer Satisfaction Index: The National Measure of Quality‚ National Quality Research Institute‚ University of Michigan‚ School of Business Administration‚ 1994. Webster’s New World Dictionary‚ (New York: William Collins Publishers‚ Inc.‚ 1979). Zeithaml‚ Valarie.‚ A. Parasuraman‚ and Leonard Berry‚ Delivering Quality Service: Balancing Customer Perceptions and Expectations. (New York: Free Press‚ 1990).
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automatically created if the account does not previously exist: Google Patents. Park‚ Y. A.‚ & Gretzel‚ U. (2007). Success factors for destination marketing web sites: a qualitative meta-analysis. Journal of Travel Research‚ 46(1)‚ 46-63. Rust‚ R. T.‚ Zeithaml‚ V. A.‚ & Lemon‚ K. N. (2000). Driving customer equity: How customer lifetime value is reshaping corporate strategy: Free Pr. Sultan‚ F.‚ & Simpson Jr‚ M. C. (2000). International service variants: airline passenger expectations and perceptions of
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Social Commerce and Word Of Mouth :Friends versus Strangers | The Impact of Peer Recommendations of Purchase Intent and Perceived Risk | Glenn PepitoMasters of Business Administration | | | | | | “Social Media sites like Twitter‚ Facebook‚ Linkedin and YouTube are changing the way the world does business. I think this is in response to our desire to connect with others. Relationship Marketing is all about connecting with people first as human beings and then as customers later
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65–77. Nystrom‚ Paul (1915)‚ The Economics of Retailing‚ Vols. 1 and 2. New York: Ronald Press. Oliver‚ Richard W.‚ Roland T. Rust‚ and Sanjeev Varki (1998)‚ “Real-Time Marketing‚” Marketing Management‚ 7 (Fall)‚ 28–37. Parasuraman‚ A.‚ Valarie A. Zeithaml‚ and Leonard L. Berry (1988)‚ “SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality‚” Journal of Retailing‚ 64 (Spring)‚ 12–40. Penrose‚ Edith T. (1959)‚ The Theory of the Growth of the Firm. London: Basil Blackwell
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Reece (2004)‚ Selling Today‚ 9th ed.‚ Prentice Hall‚ New Jersey‚ page 126. Morgan‚ Robert M. and Shelby D. Hunt (1994)‚ The Commitment-Trust Theory of Relationship Marketing‚ Journal of Marketing‚ 58 (July)‚ pages 20-38. Parasuraman‚ A.‚ Valerie A. Zeithaml‚ and Leonard Berry (1988)‚ SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality‚ Journal of Retailing‚ Spring‚ pages 12-40. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 18
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The Service Industries Journal Vol. 30‚ No. 6‚ June 2010‚ 911 –928 Development of brand equity: evaluation of four alternative models Hong-Youl Haaà ‚ Swinder Jandab and Siva Muthalyc College of Business Administration‚ Kangwon National University‚ Chuncheon‚ Kangwon-do‚ South Korea; bDepartment of Marketing‚ Kansas State University‚ Manhattan‚ USA; cDepartment of International Business Studies‚ Swinburne University of Technology‚ Hawthorn‚ Australia (Received 20 February 2008; final version
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Marko Merisavo The Effects of Digital Marketing Communication on Customer Loyalty: An Integrative Model and Research Propositions HELSINKI SCHOOL OF ECONOMICS WORKING PAPERS W-400 Marko Merisavo The Effects of Digital Marketing Communication on Customer Loyalty: An Integrative Model and Research Propositions Marketing February 2006 HELSINGIN KAUPPAKORKEAKOULU HELSINKI SCHOOL OF ECONOMICS WORKING PAPERS W-400 HELSINGIN KAUPPAKORKEAKOULU HELSINKI SCHOOL OF ECONOMICS
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Nysveen‚ H. (2001). Shopbot Banking: an Exploratory Study of Customer Loyalty Effects. International Journal of Marketing‚ 19(4)‚ 146-155. 63. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ and Berry‚ L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing‚ 64(1). 64. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ and Berry‚ L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing‚ 49. 66. Park‚ J.‚ Robertson
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