服務(wù)營(yíng)銷研究熱點(diǎn)與前沿英文

1、服務(wù)營(yíng)銷研究的熱點(diǎn)與前沿加菲貓版本版本專供人大經(jīng)濟(jì)論壇1服務(wù)營(yíng)銷領(lǐng)域的期刊Journal of Service MarketingInternational Marketing ReviewEuropean Journal of MarketingInternational Journal of Service industry ManagementThe Service Industries JournalJournal of International MarketingJournal of Marketing Journal of Service ResearchMarketing In

2、telligence PlanningJournal of International Business StudiesManaging Service QualityJournal of Operations ManagementJournal of International Business StudiesAdvance in services marketing and managementInternational Journal of Production EconomicsInternational Journal of Educational Management Journa

3、l of Marketing ResearchJournal of Consumer ResearchMarketing ScienceJournal of Financial Services Marketing2服務(wù)營(yíng)銷研究的主要領(lǐng)域Health careHospitalityTravel and tourismFinancial servicesSports3服務(wù)營(yíng)銷的主要國際會(huì)議The AMA Frontiers in services conferenceThe Quality in services conferenceThe Eric Langeard International

4、 research Seminar in services management4國際研究中心Arizona State UniversityUniversity of MarylandUniversity of KarlstadtHanken-Swedish School of Economics in Finland5服務(wù)營(yíng)銷的領(lǐng)軍人物1Leonard L. BerryDistinguished Professor of Marketing and M. B. Zale chair in retailing and marketing leadership, Texas A&M Unive

5、rsity. Email: Homepage: doctor degree:Arizona State UniversityResearch:service qualityBooks: Discovering the soul of service,and on Great ServiceFounder:Center for retailing studies6服務(wù)營(yíng)銷的領(lǐng)軍人物2Mary Jo BitnerAT&T professor of services marketing and management, Arizona state universityEmail:maryjo.Doct

6、or degree: University of WashingtonResearch:the critical incident technique in services research, servicescapesBook:services marketingcurrent research is concerned with how customers evaluate service encounters and the strategic roles of technology and contact employees in determining customer satis

7、faction with services. 7服務(wù)營(yíng)銷的領(lǐng)軍人物3David E.BowenProfessor of management, Thunderbird, graduate school of international management.Doctor degree:Michigan state universityResearch: empowermentBook:Winning in service game8服務(wù)營(yíng)銷的領(lǐng)軍人物4Stephen W. BrownEdward M. Carson Chair in services marketing, Arizona St

8、ate universityEmail:stephen.Doctor degree: Arizona State university Research:service recoveryEditor: advance in services marketing and managementFounder:center for services leadership. Arizona state university, Tempe,Arizona9服務(wù)營(yíng)銷的領(lǐng)軍人物5Christian GronroosProfessor of services and relationship marketin

9、g, Swedish School of Economics, FinlandDoctor degree: Swedish school of economics, FinlandResearch:Service and ralationship strategy and comptitionBook:service mangeagment and marketing :a customer relationship management approachFounder: Center for relationship marketing and services marketing mana

10、gement, Swedish school of economics ,Helsinki,Finland10服務(wù)營(yíng)銷的領(lǐng)軍人物6Evert GummessonProfessor of Services management, Stockholm universityE-mail: Homepage: Doctor degree: Stockholm universityResearch:relationship marketingCo-founder:services research center, Karlstad, SwedenBook:Total relationship marke

11、tingNew book:Many-to-Many Marketing: The Next Step after Relationship Marketing, CRM and One-to-One 11服務(wù)營(yíng)銷的領(lǐng)軍人物7Christopher LovelockLovelock Associates and adjunct faculty, Yale universityHomepage: Doctor degree:stanford universityResearch:classification of servicesBook:services marketing12服務(wù)營(yíng)銷的領(lǐng)軍人物

12、8A ParasuramanJames Mclamore Chair in Marketing, University of MiamiEmail: Doctorial degree:Indiana universityResearch:service qualityBook:Marketing services:competing through quality13服務(wù)營(yíng)銷的領(lǐng)軍人物9Benjamin SchneiderProfessor of Psychology,University of MarylandE-Mail: Doctorial degree:University of Ma

13、rylandResearch: organizaional climateBook:winning the service gameAlso teach in Peking Uni14服務(wù)營(yíng)銷的領(lǐng)軍人物10Valarie A. ZeithamlSarah Graham Kenan Distinguished Scholar and Professor of Marketing, university of North CarolinaE-mail: Web site: Doctorial degree:university of marylandResearch:service quality

14、Book:driving customer equity15服務(wù)營(yíng)銷的研究熱點(diǎn)微觀層面認(rèn)識(shí)顧客傾聽顧客需求服務(wù)設(shè)計(jì)傳遞執(zhí)行服務(wù)管理服務(wù)承諾彌合服務(wù)差距宏觀層面服務(wù)與經(jīng)濟(jì)服務(wù)競(jìng)爭(zhēng)與戰(zhàn)略16服務(wù)營(yíng)銷的研究熱點(diǎn)認(rèn)識(shí)顧客服務(wù)中的消費(fèi)者行為與服務(wù)購買決策過程顧客對(duì)服務(wù)的期望服務(wù)的顧客感知與顧客滿意傾聽顧客需求營(yíng)銷調(diào)研建立顧客關(guān)系和關(guān)系營(yíng)銷服務(wù)補(bǔ)救17服務(wù)營(yíng)銷的研究熱點(diǎn)傳遞和執(zhí)行服務(wù)服務(wù)傳遞中的員工角色與內(nèi)部營(yíng)銷顧客在服務(wù)傳遞中的角色與顧客參與服務(wù)接觸與服務(wù)經(jīng)驗(yàn)通過中間商和電子渠道傳遞服務(wù)管理服務(wù)需求和服務(wù)能力、排隊(duì)管理和收益管理服務(wù)競(jìng)爭(zhēng)與戰(zhàn)略服務(wù)的國際化與全球化服務(wù)行業(yè)服務(wù)競(jìng)爭(zhēng)服務(wù)品牌18服務(wù)營(yíng)銷的研究

15、熱點(diǎn)服務(wù)的國際化與全球化動(dòng)力和阻力進(jìn)入模式跨文化與全球服務(wù)戰(zhàn)略問題19服務(wù)營(yíng)銷的研究熱點(diǎn)動(dòng)力和阻力服務(wù)企業(yè)國際營(yíng)銷的外部驅(qū)動(dòng)力Lovelock 和Yip(1996)服務(wù)企業(yè)國際營(yíng)銷的內(nèi)部驅(qū)動(dòng)力Carman and Langeard(1980)Axinn(1988)，Eroglu(1992)Dichtl et al.,1984;Burton and Schlegelmilch,1987; Keng and Jiuan，1989Mclnyre and Huszagh,1988服務(wù)企業(yè)國際營(yíng)銷的阻礙因素Madsen，1987；Winsted and Patterson,1998；Gary Knigh

16、t，1999；Saeed Samiee，199920服務(wù)營(yíng)銷的研究熱點(diǎn)進(jìn)入模式制造業(yè)中得出來的結(jié)論適用于服務(wù)業(yè)Dunning,1989、Boddewyn，1989、Rugman,1981、Sauvant，1993“服務(wù)”特性對(duì)服務(wù)企業(yè)的國際市場(chǎng)進(jìn)入模式選擇的影響Erramilli,1977;Johanson (1979), Vahlne(1977)21服務(wù)營(yíng)銷的研究熱點(diǎn)跨文化與全球服務(wù)文化與服務(wù)預(yù)期之間的關(guān)系Pucik and Katz（1986）、Donthu and Yoo（1998）、Tsikriktsis(2002)文化與服務(wù)感知之間的關(guān)系Winsted(1997)、Mattila（1999）文化與服務(wù)質(zhì)量之間的關(guān)系Luk（1997）、Furrer, Liu, and Sudharshan（2000）文化與服務(wù)感知價(jià)值之間的關(guān)系Liu, Furrer,