Title: Services: What Do We Know and Where Shall We Go?
Abstract: This paper presents a literature review in the area of services and management from 1986 to the present. An electronic library search under the key words service marketing supplemented with a manual search yielded 865 articles. These articles are organized into a framework based on the services dimensions (simultaneity, heterogeneity, intangibility and perishability) and the services 7 Ps (product, price, place, promotion, people, process, physical environment). While greater depth of knowledge in several areas within services is desired, there is a good deal of understanding of many services qualities. Services marketers should begin to export their ideas beyond services.
Publication Year: 1998
Publication Date: 1998-01-01
Language: en
Type: article
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Cited By Count: 30
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