Below is a collection of recommended books and articles for professionals, academics and students who are interested in learning more about strategic marketing. General Services - Customer Relationship Management
Customer Focus - Service-Culture Leadership - Technology & Services
GENERAL SERVICES
"Services Science Journey: Foundations, Progress, Challenges"
by Mary Jo Bitner, Stephen W. Brown, Michael Goul and Susan Urban
"The Evolution and Discovery of Services Science in Business Schools"
by Mary Jo Bitner, and Stephen W. Brown, Communications of the ACM,
July 2006, Vol. 49, No. 7
"Why do we need a science of services?"
by Jim Spohrer, Director, Almaden Services Research
IBM
Services Sciences, Management, Engineering (SSME): A next frontier in education, innovation, and economic growth and the role of knowledge representation techniques in services innovation. (Powerpoint)
by Jim Spohrer, Director, Almaden Services Research
IBM
Practicing Best In Class Service Recovery
by Stephen W. Brown, Marketing Management, Summer 2000
Getting More and Better Business from Service Customers
by Stephen Wood, Marketing Management, Fall 2000
Winning the Service Game
by Benjamin Schneider, David E. Bowen (Contributor)
Harvard Business School Pr; ISBN: 0875845703
Services Marketing
by Valarie A. Zeithaml, Mary Jo Bitner, Dwayne Gremler
4th edition (2006)
McGraw-Hill Higher Education; ISBN: 0072312211
Services Marketing: People, Technology, Strategy
by Christopher H. Lovelock 4 edition (July 25, 2000)
Prentice Hall; ISBN: 0130173924
Service Management and Marketing : Managing the Moment of Truth in Service Competition (Issues in Organization and Management Series)
by Christian Gronroos
Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy
by Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon
Free Press; ISBN: 0684864665
Delivering Quality Service : Balancing Customer Perceptions and Expectations
by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Free Press; ISBN: 0029357012
The Service Profit Chain : How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger, James L. Herskett, Earl W. Sasser
Free Press; ISBN: 0684832569
Intelligent Enterprise : A Knowledge and Service Based Paradigm for Industry
by James Brian Quinn
Free Press; ISBN: 0029256151
"The Move to Solutions Providers" Stephen Brown, Marketing Management Spring 2000, pp. 10-11
"Why Service Stinks" Diane Brady, Business Week, Cover Story, October 23 2000, 118-128.
"Why Satisfied Customers Defect," Thomas O. Jones and W. Earl Sasser, Jr., Harvard Business Review, November-December 1995, 88-89.
"The Customer Pyramid: Creating and Serving Profitable Customers," Valarie A. Zeithaml, Roland T. Rust, and Katherine N. Lemon, California Management Review, Vol. 43, No. 4, Summer 2001, 118-142.
"Lead for Loyalty", Frederick Reicheld, Harvard Business Review, July-August 2001, 76-84.
"Engineering Customer Experience," Lewis P. Carbone and Stephan H. Haeckel, Marketing Management, Winter 1994.
"Putting the Service Profit Chain to Work," James Heskett et. al., Harvard Business Review, March-April 1994, 164-174.
"Transforming Corner-Office Strategy Into Frontline Action," Orit Gadiesh and James L. Gilbert, Harvard Business Review, May 2001, 73-79.
"The Power of Unconditional Service Guarantees," Christopher Hart, Harvard Business Review, July-August, 1988, 54-62
"The Buzz on Buzz," Renee Dye, Harvard Business Review, November-December 2000, 139-154.
"Capture and Communicate Value in the Pricing of Services," Leonard L. Berry and Manjit S. Yadav, Sloan Management Review, Summer 1996, Vol. 37, No. 4, 41-51.
CUSTOMER RELATIONSHIP MANAGEMENT
Total Relationship Marketing : From the 4PS - Product, Price, Promotion, Place - Of Traditional Marketing Management to the 30Rs - The Thirty relation
by Evert Gummesson
Butterworth-Heinemann; ISBN: 075064463X
CRM Success: Still the Exception, Not the Rule (July 2002)
It sounded so great. It promised the world. So why has customer relationship technology fallen off the tracks?
Facing up to CRM (August 2001)
That pricey new technology promises to track your customers' every move. But will it help your bottom line?
CUSTOMER FOCUS
Service Excellence - Mary Jo Bitner, "Eye of the Beholder" - Realtor Magazine, March 2005
Fast Company's 2004 "Customers First" Awards (October 2004)
You'd think it would be obvious: Take care of the folks who matter most -- the ones who pay the tab. But truly customer-focused companies are sadly rare. And so Fast Company is celebrating those that get it right.
'But Wait, You Promised...' (April 2001)
The new economy was built on a promise: The customer would finally be in charge. Why do so many customers feel betrayed?
"Spark Innovation Through Empathic Design," Dorothy Leonard and Jeffrey F. Rayport, Harvard Business Review, November-December 1997, 102-113.
"Why Some Customers are More Equal than Others," Rahul Jacob, Fortune, September 19, 1994, 215-224.
"Recovering and Learning from Service Failures," Stephen S. Tax and Stephen W. Brown, Sloan Management Review, Fall 1998, 75-88.
"Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Stephen S. Tax, Stephen W. Brown and Murali Chandrashekaran, Journal of Marketing, April 1998, 60-76.
"Spark Innovation Through Empathetic Design," Dorothy Leonard and Jeffrey F. Rayport, Harvard Business Review, November-December 1997, 102-113.
"Recovering and Learning from Service Failures," Stephen S. Tax and Stephen W. Brown, Sloan Management Review, Fall 1998, 75-88.
"Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Stephen S. Tax, Stephen W. Brown and Murali Chandrashekaran, Journal of Marketing, April 1998, 60-76.
"Engineering Customer Experiences," Lewis P. Carbone and Stephan H. Haeckel, Marketing Management, Winter 1994.
SERVICE CULTURE - LEADERSHIP
Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care, by Sybil F. Stershic (2007)
"The 100 Best Companies to Work For," Robert Levering and Milton Moskowitz, Fortune, January 20, 2003.
"Empowering Service Workers," David E. Bowen and Edward E. Lawler III, Sloan Management Review, Summer 1995, 73-85.
"Performance Productivity and Quality of Frontline Employees in Service Organizations," Journal of Marketing, Vol. 64 (April), 2000, 15-34.
"Putting the Service-Profit Chain to Work," James Heskett et al., Harvard Business Review, March-April 1994, 164-174.
"Building a Customer-Centric Company" (July 2001)
Four real-world experts expound on the meaning of service.
"Putting the Service-Profit Chain to Work," James Heskett et. al., Harvard Business Review, March-April 1994, 164-174.
TECHNOLOGY & SERVICES
"Why do we need a science of services?"
by Jim Spohrer, Director, Almaden Services Research
IBM
Services Sciences, Management, Engineering (SSME): A next frontier in education, innovation, and economic growth and the role of knowledge representation techniques in services innovation. (Powerpoint)
by Jim Spohrer, Director, Almaden Services Research
IBM
"Self-Service Technologies: What Do Customers Expect?" Mary Jo Bitner, Marketing Management, Spring 2001.
"Developing Products on Internet Time," Marco Iansiti and Alan MacCormack, Harvard Business Review, July-August 2001, 76-84.
"Retailing: Confronting the Challenges that Face Bricks-and-Mortar Stores," introduction by Regina Fazio Maruca, Harvard Business Review, July-August 1999.
"Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Services," Matt Meuter, Amy Ostrom, Robert Roundtree and Mary Jo Bitner, Journal of Marketing, July 2000, 50-64.
"Getting Real about Virtual Commerce," Philip Evans and Thomas S. Wurster, Harvard Business Review, November-December 1999, 85-94.
Techno-Ready Marketing: How and Why Your Customers Adopt Technology A. Parasuraman, Charles L. Colby
Free Press; ISBM: 0684864940
