Making promises: the power of engagement

Berry, L.L. (1995, On Great Service: A Framework for Action, The Free Press, New York, NY, Ch. 5.

Bitner, M.J. (1995, “Building service relationships: it’s all about promises, ” Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246‐51.

Bitner, M.J., Booms, B.H. and Tétreault, M.S. (1990, “The service encounter: diagnosing favorable and unfavorable incidents, ” Journal of Marketing, Vol. 54, January, pp. 71‐84.

Calonius, H. (1988, “A buying process model, ” in Blois, K. and Parkinson, S. (Eds), Innovative Marketing ‐ a European Perspective, European Marketing Academy, University of Bradford, pp. 86‐103.

Firnstahl, T.W. (1989, “My employees are my service guarantees, ” Harvard Business Review, Vol. 67, July/August, pp. 4‐8.

Fornell, C. and Wernerfelt, B. (1987, “Defensive marketing strategy by customer complaint management: a theoretical analysis, ” Journal of Marketing Research, Vol. 24, November, pp. 337‐46.

Gilly, M.C. (1987, “Complaint processes: from organizational response to repurchase behavior, ” Journal of Consumer Affairs, Vol. 21, Winter, pp. 293‐313.

Grönroos, C. (1988, “Service quality: the six criteria of good perceived service quality, ” Review of Business, Vol. 9, Winter, pp. 10‐13.

Hart, C.W.L. (1988, “The power of unconditional service guarantees, ” Harvard Business Review, July/August, pp. 54‐62.

Hart, C.W.L., Heskett, J.L. and Sasser, W.E. Jr (1990, “The profitable art of service recovery, ” Harvard Business Review, July/August, pp. 148‐56.

Hoffman, D.K., Kelley, S.W. and Rotalsky, H.M. (1995, “Tracking service failures and employee recovery efforts, ” Journal of Services Marketing, Vol. 9 No. 2, pp. 49‐61.

Johnson, R., Tsiros, M. and Lancioni, R.A. (1995, “Measuring service quality: a systems approach, ” Journal of Services Marketing, Vol. 9 No. 5, pp. 6‐19.

Kelley, S.W. and Davis, M. (1994, “Antecedents to customer expectations for service recovery, ” Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 52‐61.

Lovelock, C. (1994, Product Plus: How Product Plus Service Equals Competitive Advantage, McGraw‐Hill, Englewood Cliffs, NJ.

Nguyen, N. (1993, “Le renforcement de l’image des entreprises de services, ” Gestion, Vol. 18 No. 1, February, pp. 12‐21.

Parasuraman, A., Berry, L. and Zeithaml, V.A. (1991, “Understanding customer expectations of service, ” Sloan Management Review, Spring, pp. 39‐48.

Power, C. (1992, “Smart selling: how companies are winning over today’s tougher customer, ” Business Week, August 3, p. 46.

Spreng, R.A., Harrel, G.D. and Mackoy, R.D. (1995, “Service recovery: impact on satisfaction and intentions, ” Journal of Services Marketing, Vol. 9 No. 1, pp. 15‐23.

Vavra, T.G. (1992, After Marketing: How to Keep Customers for Life through Relationship Marketing, Irwin Business One, Homewood, IL, Chapter 8.

Webster, C. (1991, “Influences upon consumer expectations of services, ” Journal of Services Marketing, Vol. 5 No. 1, Winter, pp. 5‐17.

Zeithaml, V., Berry, L. and Parasuraman, A. (1993, “The nature and determinants of customer expectations of services, ” Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1‐12.

Zemke, R. and Bell, C. (1990, “Service recovery: doing it right the second time, ” Training, June, pp. 42‐8.