The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
The Development and Emergence of Services Marketing Thought
Open accessAbstract
Offers the personal interpretations of authors as participant‐observers together with a data‐based analysis of the evolution of the services marketing literature. Bibliographic analysis of more than 1,000 English language, general services marketing publications, spanning four decades, provides an additional resource. Using an evolutionary metaphor as the framework, traces the literature through three stages: Crawling Out (1953‐79): Scurrying About (1980‐85); and Walking Erect (1986‐present). Shows how the literature has evolved from the early services‐marketing‐is‐different debate to the maturation of specific topics (e.g. service quality, service encounters) and the legitimization of the services marketing literature by major journals. Presents a classification and summary of publications and authors. Closes with discussion and speculation on the future of the services marketing literature.
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
Bitner, M. J. (1992) · Journal of Marketing · doi:10.2307/1252042 · Cited by 7,271
Self-citationThe Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Self-citationRelationship Quality in Services Selling: An Interpersonal Influence Perspective
Crosby, L. A., Evans, K. R., & Cowles, D. (1990) · Journal of Marketing · doi:10.1177/002224299005400306 · Cited by 4,763
A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992) · Journal of Marketing · doi:10.2307/1252298 · Cited by 812
Crosby, L. A., & Stephens, N. (1987) · Journal of Marketing Research · doi:10.2307/3151388 · Cited by 456
Cited by
Moving Forward and Making a Difference: Research Priorities for the Science of Service
Ostrom, A. L., Bitner, M. J., Brown, S. W., Burkhard, K. A., Goul, M., Smith-Daniels, V., Demirkan, H., & Rabinovich, E. (2010) · Journal of Service Research · doi:10.1177/1094670509357611 · Cited by 1,544
Self-citationJustice strategy options for increased customer satisfaction in a services recovery setting
Sparks, B. A., & McColl-Kennedy, J. R. (2001) · Journal of Business Research · doi:10.1016/s0148-2963(00)00120-x · Cited by 414
Ryals, L. J., & Payne, A. (2001) · Journal of Strategic Marketing · doi:10.1080/09652540010011484 · Cited by 371
Metadata
- Authors
- Brown, S. W., Fisk, R. P., & Jo Bitner, M.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1994-03
- Volume
- 5
- Issue
- 1
- Pages
- 21-48
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W2160330485
- Cited by
- 281
- References
- 7
- FWCI
- 15.12
- Type
- journal article
- Language
- en
- Open access
- green
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- Brown, S. W., Fisk, R. P., & Jo Bitner, M. (1994). The Development and Emergence of Services Marketing Thought. International Journal of Service Industry Management. https://doi.org/10.1108/09564239410051894
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
