Bitner Study guides, Study notes & Summaries

For my course Service Management at Maastricht University I wrote an extended summary including all the articles (see list) and tutorial notes. Lectures are not included because there were none. The summary helped me study for and pass the exam. Article list: Berry, L. (2015). Revisiting big ideas in services marketing 30 years later; Vargo & Lusch (2016). Institutions and axioms: an extension and update of service-dominant logic; Rust & Huang (2014). The Service Revolution and the Transform...

The following articles are included: Tripsas (1997), Hillebrand et al (2010), Workman (1993), Evanschnitzky (2012), Van Kleef ( 2005), Hauser (1993), Bitner et al (2008), Füller (2011), Lilien (2002), Gatzweiler et al (2017), Schweitzer & van Hende (2017), Schmidt & Calantone (2002), Berends et al (2013), Guiltinan (1999), Lee & O'Connor (2013), Golder & Tellis (1993), Sorescu et al (2003), Plouffe et al (2000), Kuester et al (1999), Homburg et al ( 2010).

Summary of the article "Servicescapes: the impact of physical surroundings on customers and employees" written by Mary Jo Bitner Summary is made from the article from Journal of Marketing, 56(2), 55-71

Summary of article "Social-servicescape conceptual model" written by Tombs, A. & McColl-Kennedy, J. R. (2003). The article is from "Marketing Theory, 3(4), 447-475". The aim of the article is the critical reflection of Mary Jo Bitner's servicescape theory.

Want to get an A in super-tough service marketing subject? This is a journal summary in GRA 6419 Service Marketing which is useful for final exam review. There was an exact question in the 2018 mock-up final exam. So, by reading this document, you can ensure a full score of GAP model question.

Summary of the chapters 1-11 and 13-15 from Services Marketing written by Alan Wilson Valerie A. Zeithaml Mary Jo Bitner & Dwayne D. Gremler; Second (2nd) European edition.

Indicated pages of the book: Chapter 1: 5-11, 15-18. Chapter 2: 29-42. Chapter 3: 51-62. Chapter 4: 73-76, 78-83. Chapter 5: 96-106. Chapter 7: 141-151. Chapter 9: 173-189. Chapter 10: 226-236. Chapter 16: 377-389. Chapter 18: 420-430.

Summary Services Marketing - Integrating Customer Focus Across the Firm. Written by Alan Wilson, Valarie A. Zeithalm, Mary Jo Bitner & Dwayne D. Gremler. Second European Edition. McGraw-Hill Higher Education Chapter 1, 2, 3, 4, 5, 6, 7, 8, 11, 12, 14, 15, 16, 17, 18

Summary of the entire book Marketing Services Integrating Customer Focus Across the Firm (any substance for examination), including key figures and tables from the book. This summary can serve perfectly as a replacement for the book! Everything is in a concise and clear way explained with any supporting tables and figures in the book.