Personalisation of services as a tool for more developed buyer-seller interactions

Service management and marketing: managing the moments of truth in service competition

Choice Reviews Online · 1990 · 1.9K citations

Service Logic, Service Research, Service Study +7

Designing services that deliver

G. Lynn Shostack · Harvard business review · 1984 · 1.2K citations

The One to One Future: Building Relationships One Customer at a Time

Peter A. Schneider, Don Peppers, Martha Rogers · Journal of Marketing · 1995 · 696 citations

Customer Experience, Relationship Marketing, Customer Satisfaction +9

The Development and Emergence of Services Marketing Thought

Stephen Brown, Raymond P. Fisk, Mary Jo Bitner · International Journal of Service Industry Management · 1994 · 276 citations

Customer Satisfaction, Service Strategy, Evolutionary Metaphor +11

Clicking: 16 trends to future fit your life, your work, and your business

Choice Reviews Online · 1997 · 19 citations

Web Trend, Management, Business +5