The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Whither Services Marketing?: In Search of a New Paradigm and Fresh Perspectives
Abstract
This article examines the received wisdom of services marketing and challenges the validity and continued usefulness of its core paradigm, namely, the assertion that four specific characteristics—intangibility, heterogeneity, inseparability, and perishability—make services uniquely different from goods. An alternative paradigm is proposed, based on the premise that marketing exchanges that do not result in a transfer of ownership from seller to buyer are fundamentally different from those that do. It posits that services offer benefits through access or temporary possession, instead of ownership, with payments taking the form of rentals or access fees. This rental/access perspective offers a different lens through which to view services. Important implications include opportunities to market goods in a service format; the need for more research into how time is perceived, valued, and consumed; and the notion of services as a means of sharing resources.
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Citations
Cites
The Discovery of Grounded Theory: Strategies for Qualitative Research
Glaser, B. G., & Strauss, A. L. (2017) · Aldine (Routledge reprint) · doi:10.4324/9780203793206 · Cited by 25,789
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
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
Relationship 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
Free competition and the optimal amount of fraud
Darby, M. R., & Karni, E. (1973) · The Journal of Law and Economics · doi:10.1086/466756 · Cited by 3,947 · cited 1×
“Employing Nelson’s (1970) and Darby and Karni’s (1973) classification of the qualities of goods, she argued that many goods are high in search qualities—attributes that can be determined and evaluated prior to purchase.”
MethodExploring the implications of the Internet for consumer marketing
Peterson, R. A., Balasubramanian, S., & Bronnenberg, B. J. (1997) · Journal of the Academy of Marketing Science · doi:10.1177/0092070397254005 · Cited by 1,373
The strategic levers of yield management
Kimes, S. E., & Chase, R. B. (1998) · Journal of Service Research · doi:10.1177/109467059800100205 · Cited by 158
Cited by
Access-Based Consumption: The Case of Car Sharing: Table 1.
Bardhi, F., & Eckhardt, G. M. (2012) · Journal of Consumer Research · doi:10.1086/666376 · Cited by 2,015
Service portraits in service research: a critical review
Edvardsson, B., Gustafsson, A., & Roos, I. (2005) · International Journal of Service Industry Management · doi:10.1108/09564230510587177 · Cited by 763
Chandler, J. D., & Lusch, R. F. (2015) · Journal of Service Research · doi:10.1177/1094670514537709 · Cited by 549
The blame shift: Robot service failures hold service firms more accountable
Ryoo, Y., Jeon, Y. A., & Kim, W. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2023.114360 · Cited by 89
Metadata
- Authors
- Lovelock, C., & Gummesson, E.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2004-08
- Volume
- 7
- Issue
- 1
- Pages
- 20-41
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2096010043
- Cited by
- 1,239
- References
- 7
- FWCI
- 101.38
- Type
- journal article
- Language
- en
- Open access
- closed
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