服务营销范式的演进与变革
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Supported by the Humanities and Social Science Research Program of Education Mimistry of China under Grant No.07JA03005; Special Research Project of Binhai New Area under Grant No.52LE32


Evolvement and Innovation of Service Paradigms
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    摘要:

    Abstract:

    The theory of services marketing evolves fast, but the academic research on the service paradigm is few and far between. Using the tool of Kuhn's paradigm assumptions, the thesis clarifies the three stages of services marketing paradigm evolvement, and implies the innovation of service paradigm. The research findings show that service science is right direction for the development of the service paradigm, but not replacement, what matters is the regeneration of the old paradigms.

    参考文献
    1 Regan WJ. The service revolution. Journal of Market- ing, 1963,27:32-36. 2 Say JB. A Treatise on Political Economy. New York: Augustus M. Kelly, 1964:55-60. 3 LaLonde BJ, Zinszer PH. Customer Service: Meaning and Measurement. Chicago: National Council of Physical Distribution Management, 1976. 4 Zeithmal AP, Leonard LB. Problems and Strategies in Services Marketing. Journal of Marketing, 1985,49:33-46. 5 Gr?nroos C. Service Management and Marketing: Managing Moments of Truth in Service Competition. MA: Lexington Books, 1990:179-180. 6 Rust RT, Zahorik AJ, Keiningham TL. Service Mark- eting. Harper Collins, 1996:7-10. 7 Kotter JP, Heskett JL. Corporate Culture and Perform- ance. New York: Free Press, 1992:180 8 Berry LL, Fisk RP, Grove SJ, John J. Services Marketing Self-Portraits: Introspections, Reflections, and Glimpses from the Experts. Chicago: American Marketing Association, 2000:1-18. 9 Jiang XJ. The Conceptual Analysis of the Trend of Service Globalization. Xinhua Digest, 2008,9:43-48. 10 Gr?nroos. Service Logic Revisited: Who creates value And who co-creates. European Business Review, 2008,20:4. 11 Edvardsson B, Gustafsson, A, Roos I. Service Portraits in Service Research: a Critical Review. International Journal of Servcie Industry Manage- ment, 2005,16(1):107-121.
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韦福祥,姚亚男.服务营销范式的演进与变革.计算机系统应用,2009,18(6):210-215

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