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The future of services marketing: forecasts from ten services experts

Grove, Stephen J.; Fisk, Raymond P.; John, Joby - In: The journal of services marketing 17 (2003) 2-3, pp. 107-121

Persistent link: https://www.econbiz.de/10007105327

The future of services marketing: forecasts from ten services experts

Grove, Stephen J.; Fisk, Raymond P.; John, Joby - In: The journal of services marketing 17 (2003) 2-3, pp. 107-121

Persistent link: https://www.econbiz.de/10007105426

Surviving in the Age of Rage - Learning to manage angry customers is a crucial part of today's service landscape.

Grove, Stephen J.; Fisk, Raymond P.; John, Joby - In: Marketing management : a quarterly business management … 13 (2004) 2, pp. 41-47

Persistent link: https://www.econbiz.de/10007230512

The Frontiers in Service Conference: a 20-year retrospective

Dorsch, Michael J.; Fisk, Raymond P.; Grove, Stephen J. - In: The Service Industries Journal 34 (2014) 6, pp. 477-494

The history of the Frontiers in Service Conference and its impact on the service research community was examined by content analyzing each of the 20 conference programs. The results were aggregated and examined for trends regarding program participation on several characteristics, including...

Persistent link: https://www.econbiz.de/10010952286

The Impact of Other Customers on Service Experiences: A Critical Incident Examination of "Getting Along"

Grove, Stephen J.; Fisk, Raymond P. - In: Journal of retailing 73 (1997) 1, pp. 63-86

Persistent link: https://www.econbiz.de/10006630693

Developing the Impression Management Skills of the Service Worker: An Application of Stanislavsky's Principles in a Services Context

Grove, Stephen J.; Fisk, Raymond P.; LaForge, Mary C. - In: The service industries journal 24 (2004) 2, pp. 1-14

Persistent link: https://www.econbiz.de/10006246675

Skating on Thin Ice: A Metaphorical Approach to Teaching Services Marketing

Fisk, Raymond P.; Grove, Stephen J.; Goodwin, Cathy - In: Journal of marketing education : JME (1994), pp. 101-113

Persistent link: https://www.econbiz.de/10006339973

Going green in the service sector: Social responsibility issues, implications and implementation

Grove, Stephen J.; Fisk, Raymond P.; Pickett, Gregory M.; … - In: European journal of marketing : EJM 30 (1996) 5, pp. 56-66

Persistent link: https://www.econbiz.de/10006101408

Applications of impression management and the drama metaphor in marketing: An introduction

Fisk, Raymond P.; Grove, Stephen J. - In: European journal of marketing : EJM 30 (1996) 9, pp. 6-12

Persistent link: https://www.econbiz.de/10006102605

'Collaring the Cheshire Cat': Studying Customers' Services Experience through Metaphor

Goodwin, Cathy; Grove, Stephen J.; Fisk, Raymond P. - In: The service industries journal 16 (1996) 4, pp. 421-442

Persistent link: https://www.econbiz.de/10007323069