Service management

Browse publications topics by specialization category: Service Management

2013

*Read, M.J.B., Colgate, M., Corwin, V. & Tax, S.S. (Forthcoming).  Helping create service 'experts': The opportunity for an athletic approach in service organizations.  International Journal of Mentoring and Coaching.

*Tax, S.S., Kim, S. & Nair, S. (Forthcoming).  Getting the right pay off from customer penalties.  Business Horizons.

*Tax, S. S., McCutcheon, D. Wilkinson, I. F., (2013). The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey.  Journal of Service Research. 16 (4) 454-470 doi:10.1177/1094670513481108. 

*Garnefeld, I., Eggert, A., Helm, S. V., and  Tax S.S. (2013). Growing Existing Customers' Revenue Streams Through Customer Referral Programs. Journal of Marketing.  July 2013, Vol. 77, No. 4, pp. 17-32.

*Victorino, L. & Bollinger, A. (Forthcoming).  Scripting employees: An exploratory analysis of customer perceptions.  Cornell Hospitality Quarterly.

2012

*Read, M.J.B., Colgate, M., Corwin, V. & Tax, S. (2012).  Helping create service experts: The opportunity for an athletic approach in service organizations.  International Journal of Mentoring and Coaching. X (1) 24-37

*Victorino, L., Verma, R., Wardell, D & Bonner, B. (2012).  Can customers detect script usage in service encounters? An experimental video analysis.  Journal of Service Research.

*Victorino, L. & Bolinger, A. (2012).  Scripting employees: An exploratory analysis of customer perceptions.  Cornell Hospitality Quarterly. 53 (3) 196-206.


2011

Kelley, H., Chiasson, M., Downey, A. & Pacaud, D. (2011). The clinical impact of eHealth on the self-management of diabetes: A double adoption perspective. Journal of the Association for Information Systems12(3), 1-26.

Ganley, D. (2011). Social motivations to pay for services: Lessons from virtual communities. Electronic Markets21(3), 177-184.

2010

Baggs, J., Beaulieu, E., Fung, L. (2010).  Are Service Firms Affected by Exchange Rate Movements? Review of Income and Wealth56(1), 156-176.

2009

Victorino, L., Karniouchina, E. & Verma, R. (2009). Exploring the use of the abbreviated technology readiness index for hotel customer segmentation. Cornell Hospitality Quarterly, 50(3), 342-359.

2008

Victorino, L., Verma, R. & Wardell, D. (2008). Service scripting: A customer's perspective of quality and performance. Cornell Hospitality Report8(20).

Victorino, L., Verma, R., Anderson, C., Dixon, M., Enz, C. & Thompson, G. (2008). Key elements in service innovation: Insights for the hospitality industry. Cornell Hospitality Report8(18).


2007

Chandrashekaran, M., Tax, S.S., Rotte, K. & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research44(1), 153-163.

2006

Tax, S.S., Colgate, M. & Bowen, D.E. (2006). How to prevent your customers from failing. MIT Sloan Management Review47(3), 30-38.

Rotte, K.N., Chandrashekaran, M., Tax, S.S. & Grewal, R. (2006). Forgiven but not forgotten: Covert uncertainty in overt responses and the paradox of defection-despite-trust. Journal of Consumer Psychology16(3), 283-296.

2005

Colgate, M., Buchanan-Oliver, M. & Elmsly, R. (2005). Relationship benefits in an internet environment. Managing Service Quality15(5), 426-436.

Colgate, M. & Smith, B. (2005). Relationships and the internet: The mediating role of a relationship banker. Journal of Financial Services Marketing10(2), 140-151.

Alexander, N. & Colgate, M. (2005). Customers’ responses to retail brand extensions. Journal of Marketing Management21(3-4), 393-419.

Colgate, M. & Lang, B. (2005). Positive and negative consequences of a relationship manager strategy: New Zealand banks and their small business customers. Journal of Business Research58(2), 195-204.

2004

Stuart, I., & Tax, S.S. (2004). Toward an integrative approach to designing service experiences: Lessons learned from the theatre. Journal of Operations Management22, 609-627.

2003

Colgate, M., Nguyen, V. and Lee, C. (2003). Switching barriers in New Zealand. University of Auckland Business Review, 5(1), 23-32. 

2002

Colgate, M. & Alexander, N. (2002). Benefits and Barriers of Product Augmentation: Retailers and Financial Services. Journal of Marketing Management2(2), 23-36.

Colgate, M. & Alexander, N. (2002). Retailers and Diversification: The Financial Service Dimension, Journal of Retailing and Consumer Services9, 1-11.


2001

Colgate, M. & Hedge, R. (2001). An investigation of the switching process in retail banking. International Journal of Bank Marketing19(5), 201-213.

Colgate, M. & Norris M. (2001). Developing a comprehensive picture of service failure. International Journal of Service Industry Management12(3), 215- 233.

Colgate, M. & Lang, B. (2001). Switching barriers in consumer markets: An investigation of the financial services industry. Journal of Consumer Marketing18(4), 332-347.

Sajeev, V. & Colgate, M. (2001). The Role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research3(3), 232-241.

2000

Colgate, M. & Danaher, P. (2000). Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science28(3), 373-385.

Colgate, M. (2000). Marketing and marketing information system sophistication in retail banking: Empirical evidence from Australasia and Europe. The Service Industries Journal20(1), 139-152.

Dennett, C., Ineson, E., Stone, G. & Colgate, M. (2000). Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation. The Service Industries Journal20(2), 82-90.

Alexander, N. & Colgate, M. (2000). Retail financial services: Transaction to relationship marketing. European Journal of Marketing, 34(9/10), 232-241.

Colgate, M. & Norris, M. (2000). Why customers leave or decide not to leave their bank. University of Auckland Business Review2(2), 40-51.

Tax, S.S. (2000). Kundenbeschwerden: Was fairness bringt. Harvard Business Manager10(1), 94-107.

Tax, S.S. (2000). Measuring word of mouth in consumer research: The questions of who and when. Journal of Marketing Communication6, 185-199.