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臺大管理論叢

27

卷第

1

53

Grönroos, C., and Ravald, A. 2011. Service as business logic: Implications for value creation

and marketing.

Journal of Service Management

, 22 (1): 5-22. doi: 10.1108/

09564231111106893

Grönroos, C., and Voima, P. 2013. Critical service logic: Making sense of value creation and

co-creation.

Journal of the Academy of Marketing Science

, 41 (2): 133-150. doi:

10.1007/s11747-012-0308-3

Gummesson, E. 2008. Extending the service-dominant logic: From customer centricity to

balanced centricity.

Journal of the Academy of Marketing Science

, 36 (1): 15-17.

doi: 10.1007/s11747-007-0065-x

Gummesson, E., and Mele, C. 2010. Marketing as value co-creation through network

interaction and resource integration.

Journal of Business Market Management

, 4

(4): 181-198. doi: 10.1007/s12087-010-0044-2

Gwinner, K. P., Gremler, D. D., and Bitner, M. J. 1998. Relational benefits in services

industries: The customer’s perspective.

Journal of the Academy of Marketing

Science

, 26 (2): 101-114. doi: 10.1177/0092070398262002

Heide, J. B. 1994. Interorganizational governance in marketing channels.

Journal of

Marketing

, 58 (1): 71-85. doi: 10.2307/1252252

Heide, J. B., and Weiss, A. M. 1995. Vendor consideration and switching behavior for buyers

in high-technology markets.

Journal of Marketing

, 59 (3): 30-43. doi: 10.2307/

1252117

Heinonen, K., Strandvik, T., Mickelsson, K. J., Edvardsson, B., Sundström, E., and

Andersson, P. 2010. A customer-dominant logic of service.

Journal of Service

Management

, 21 (4): 531-548.

Hennig-Thurau, T., Gwinner, K. P., and Gremler, D. D. 2002. Understanding

relationship marketing outcomes: An integration of relational benefits and

relationship quality.

Journal of Service Research

, 4 (3): 230-247. doi: 10.1177/

1094670502004003006

Homburg, C., and Stock, R. M. 2004. The link between salespeople’s job satisfaction

and customer satisfaction in a business-to-business context: A dyadic

analysis.

Journal of the Academy of Marketing Science

, 32 (2): 144-158. doi:

10.1177/0092070303261415

Howcroft, B., Hewer, P., and Hamilton, R. 2003. Customer decision-making styles and the

purchase of financial services.

The Service Industries Journal

, 23 (3): 63-81. doi:

10.1080/714005120