Book Review: Managing in the Service Economy

Bowen David E. , and Schneider Benjamin (1985), “Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research,” in The Service Encounter, Czepiel J. , Solomon M. , and Suprenant C. , eds. Lexington, MA: D. C. Heath and Company, 127–47.

Gronroos Christian (1983), Strategic Management and Marketing in the Service Sector. Cambridge, MA: Marketing Science Institute.

Gronroos Christian (1985), “Internal Marketing—Theory and Practice,” in Services Marketing in a Changing Environment, Bloch Thomas M. , Upah Gregory D. , and Zeithaml Valarie A. , eds. Chicago: American Marketing Association, 41–7.

Lovelock Christopher H. (1984), Services Marketing. New York: Prentice-Hall, Inc.

Murray James G. (1979), “The Importance of Internal Marketing,” Bankers Magazine (July/August), 38–40.

Sasser W. Earl Jr. , Paul Olsen R. , and Daryl Wyckoff D. (1978), Management of Service Operations. Boston: Allyn and Bacon, Inc.

Schneider Benjamin (1980), “The Service Organization: Climate is Crucial,” Organizational Dynamics (Autumn), 52–65.

Schneider Benjamin , and Bowen David (1984), “New Service Design, Development and Implementation and the Employee,” in Developing New Services, George W. R. , and Marshall C. E. , eds. Chicago: American Marketing Association, 82–101.

Shostack L. G. (1984a), “Designing Services That Deliver,” Harvard Business Review, 62 (January-February), 133–9.

Shostack L. G. (1984b), “Service Design in the Operating Environment,” Developing New Services, George W. R. , and Marshall C. E. , eds. Chicago: American Marketing Association, 27–43.

Zimney Stephen A. (1984), “New Service Development and the Employee,” in Developing New Services, George W. R. , and Marshall C. E. , eds. Chicago: American Marketing Association, 68–81.