Whither Services Marketing?

Lovelock, Christopher; Gummesson, Evert

doi:10.1177/1094670504266131

Cited by 928 publications

(344 citation statements)

References 73 publications

Supporting

Mentioning

289

Contrasting

Unclassified

Order By: Relevance

“…The main distinction between goods and services is the indispensable involvement of the client in service supply [15,33,50]. The participation of the client in the service production process will influence the whole process of service provision, from specification of the desired services to actual service delivery.…”

Section: Operations Management In Servicesmentioning

confidence: 99%

Demand-based Provision of Housing, Welfare and Care Services to Elderly Clients: From Policy to Daily Practice Through Operations Management

2008

View full text Add to dashboard Cite

Practical implementation of notions such as patient-orientation, clientcentredness, and demand-driven care is far from straightforward in care and service supply to elderly clients living independently. This paper aims to provide preliminary insights into how it is possible to bridge the gap between policy intent, which reflects an increasing client orientation, and actual practice of care and service provision. Differences in personal objectives and characteristics generate different sets of needs among elderly clients that must have an appropriate response in the daily routines of care and service providers. From a study of the available literature and by conceptual reasoning, we identify several important operational implications of client-oriented care and service provision. To deal with these implications the authors turn to the field of operations management. This field has deepened the understanding of translating an organisation's policy into daily activities and working methods. More specifically, we elaborate on the concept of modularity, which stems from the field of operations management. With respect to elderly people who live independently, this concept, among others, seems to be particularly useful in providing options and variation in individual care and service packages. Based on our line of reasoning, we propose that modularity provides possibilities to enhance the provision of demand-based care and services. 123Health Care Anal (2009) 17:68-84 DOI 10.1007 Furthermore, our findings offer direction on how organisations in housing, welfare and care can be guided in translating demand-based care to their operational processes.

show abstract

Section: Operations Management In Servicesmentioning

confidence: 99%

Demand-based Provision of Housing, Welfare and Care Services to Elderly Clients: From Policy to Daily Practice Through Operations Management

2008

View full text Add to dashboard Cite

show abstract

“…A growing stream in service research proposes nonownership as a key value proposition of service businesses for removing the burden of ownership from their clients (Ehret & Wirtz, 2010, 2015Lovelock & Gummesson, 2004;Wittkowski, Moeller & Wirtz, 2013;Wirtz & Ehret 2009). Some authors go even as far as to declare the death of ownership and the eclipse of capitalism (Rifkin, 2014).…”

Section: Research Opportunities In Iiot Business Modelsmentioning

confidence: 99%

Unlocking value from machines: business models and the industrial internet of things

Ehret

Wirtz

2016

Journal of Marketing Management

215

120

View full text Add to dashboard Cite

In this article we argue that the Industrial Internet of Things (IIoT) offers new opportunities and harbors threats that companies are not able to address with existing business models. Entrepreneurship and Transaction Cost Theories are used to explore the conditions for designing nonownership business models for the emerging IIoT with its implications for sharing uncertain opportunities and downsides, and for transforming these uncertainties into business opportunities. Nonownership contracts are introduced as the basis for business model design and are proposed as an architecture for the productive sharing of uncertainties in IIoT manufacturing networks. The following three main types of IIoT-enabled business models were identified: (1) Provision of manufacturing assets, maintenance and repair, and their operation, (2) innovative information and analytical services that help manufacturing (e.g., based on artificial intelligence, big data, and analytics), and (3) new services targeted at end-users (e.g., offering efficient customization by integrating end-users into the manufacturing and supply chain ecosystem).

show abstract

“…The second dimension of brand equity is brand image, the determinants of which are identified by drawing on Vorhies' (1997) service attributes, provider attributes and consumer attributes. The symbolic attributes include brand's social image and positioning in the market which are considered search qualities (Lovelock, 1991;Temple, 2006;Kurz , Scannell, and Veeder, 2008;Chen, 2008;Mourad, 2010;Paden and Stell, 2006) as well as brand personality which is considered to be a credence quality (Yoo, Donthu, and Lee, 2000).…”

Section: Service Brand Equity: a Conceptual Frameworkmentioning

confidence: 99%

“…It should be noted that these determinants are assessed after consumption of the service hence; they are experience qualities (Gabbott & Hogg, 1998;Teas & Grapentine, 1996). Other relevant provider attributes include location, country of origin, historical image and size which are classified as search qualities (Lovelock, 1991;Chen, 2008;Kurzetal, 2008).…”

Section: Service Brand Equity: a Conceptual Frameworkmentioning

confidence: 99%

Descriptive Evidence on the Role of Corporate Brands in Marketing Higher Education Services

Mourad¹,

Ennew²,

Kortam³

2010

Service Science

View full text Add to dashboard Cite

he intangible and inseparable nature of services is generally thought to increase the risk perceived by consumers when making purchase decisions. This higher level of perceived risk arises because, relative to physical goods, services are characterized by higher levels of experience and credence qualities and lower levels of search qualities. Building brand equity for a service is increasingly recognized as a means of mitigating that risk and creating a strong identity for a service in an increasingly competitive marketplace. The service sector chosen for the empirical research was higher education services in Egypt. In essence, higher education is a professional service characterized by a high level of experience qualities which make the purchase risky and means that branding is important as a source of reassurance to students about the quality of what they will receive. The paper begins with a brief overview of relevant literature and then proceeds to outline the components of brand equity providing the conceptual framework which guides the research. Subsequently, the empirical work is presented, focusing on the comparison between experienced and inexperienced consumers to assess the extent to which corporate brands are able to communicate information about key features of a service. Finally, the results of the survey are discussed and the managerial implications are presented.

show abstract

Whither Services Marketing?

Cited by 928 publications

References 73 publications

Demand-based Provision of Housing, Welfare and Care Services to Elderly Clients: From Policy to Daily Practice Through Operations Management

Demand-based Provision of Housing, Welfare and Care Services to Elderly Clients: From Policy to Daily Practice Through Operations Management

Unlocking value from machines: business models and the industrial internet of things

Descriptive Evidence on the Role of Corporate Brands in Marketing Higher Education Services

Contact Info

Product

Resources

About