REFERENCES
- Adelman, M.B., Ahuvia, A. and Goodwin, C. (1993) ‘Beyond smiling: social support and service quality’, In R.T. Rust and R. Oliver eds. Service Quality: New Directions in Theory and Practice. London: Sage, pp. 139-71.
- Alexis, S. M., Haines, G. H. Jr. and Simon, I.L. (1968) ‘Consumer information processing: the case of women’s clothing’, in R.L. King (ed.) Marketing and the New Science of Planning, Proceedings of the 1968 AMA Fall Educators Conference Series, 28, pp. 197-205.
- Baron, S. and Harris, K. (1995) Services Marketing: Text and Cases, Basingstoke: Macmillan.
- Baron, S., Harris, K. and Davies, B.J. (1995) ‘Oral participation in retail service delivery: a comparison of roles of contact personnel and customers’, European Journal of Marketing, 30(9): 75-90.
- Bateson, J. E. G. (1985) ‘Self service consumer: an exploratory study’, Journal of Retailing, 61(Fall), 49-75.
- Bitner, M.J. (1992) ‘Servicescapes: the impact of physical surroundings on customers and employees’, Journal of Marketing, 56(April): 57-71.
- Bitner, M.J., Booms, B.M. and Tetreault, M.S. (1990) ‘The service encounter: diagnosing favorable and unfavorable incidents’, Journal of Marketing, 54(January): 71-84.
- Bowen, D.E. and Lawler, E.E. (1995) ‘Empowering service employees’, Sloan Management Review, Summer: 73-84.
- Bowen, D.E. and Schneider, B. (1985) ‘Boundary-spanning role employees and the service encounter: some guidelines for management and research’, in J.A. Czepiel, M.R. Solomon and C.F. Surprenant, (eds) The Service Encounter: Managing Employee/ Customer Interaction in Service Businesses, New York: Lexington, pp. 3-15.
- Crosby, L., Evans, K.R. and Cowles, D. (1990) ‘Relationship quality in services selling: an interpersonal in? uence perspective’, Journal of Marketing, 54 (January): 68-81.
- Deighton, J. (1992) ‘The consumption of performance’, Journal of Consumer Research, 19: 362-72.
- Denenberg, V.H. (1976) Statistics and Experimental Design for Behavioural and Biological Researchers, Washington, DC: Hemisphere Publishing.
- Feick, L.F. and Price, L.L. (1987) ‘The market maven: a diffuser of marketplace information’, Journal of Marketing, 51 (January): 83-97.
- Forman, A.M. and Sriram, V. (1991) ‘The depersonalisation of retailing: its impact on the lonely consumer’, Journal of Retailing, 67(2): 226-43.
- Goff, B.G., Bellenger, D.N. and Stojack, C. (1994) ‘Cues to customer susceptibility to salesperson in? uence: implications for adaptive retail selling’, Journal of Personal Selling and Sales Management, 14(2): 25-39.
- Goodwin, C. (1994) ‘Private roles in public encounters: communal relationships in service exchanges’, Proceedings of the 3rd International Research Seminar in Service Management, 24-7 May, La-Londe les Maures, France.
- Grove, S. J. and R.P. Fisk (1992) ‘The service Experience as theater’, in Advances in Consumer Research, Association for Consumer Research, pp. 455-61.
- Grove, S.J. and Fisk, R.P. (1996) ‘Service performance as drama: quality implications and measurement’, in P. Kurst and J. Lemmink, (eds), Managing Service Quality, London: Paul Chapman.
- Harris, K., Baron S. and Ratcliffe, J. (1995) ‘Customers as oral participants in a service setting’, Journal of Services Marketing, 9(4): 64-76.
- Hui, M.K. and Bateson, J.E.G. (1991) ‘Perceived control and the effects of crowding and consumer choice on the service experience’, Journal of Consumer Research, 18(2): 174-84.
- Kelman, H.C. (1958) ‘Compliance, identi? cation and internationalisation: three processes of opinion change’, Journal of Con? ict Resolution, 2: 51-60.
- Kelman, H.C. (1961) ‘Process of opinion change’, Public Opinion Quarterly, 25: 57-78.
- Koelemeijer, K. (1996) ‘The retail service encounter: identifying critical service experiences’, in P. Kurst, and J. Lemmink (eds) Managing Service Quality, London: Paul Chapman, pp. 29-43.
- Lovelock, C.H. (1995) ‘Managing services: the human factor’, in W.J. Glynn and J.G. Barnes (eds) Understanding Services Management, Chichester: Wiley, pp. 203-43.
- McGrath, M.A. (1991) ‘An ethnography of a gift store: trappings, wrappings and rapture’, Journal of Retailing, 65(4): 421-49.
- McGrath, M.A. and Otnes, C. (1995) ‘Unacquainted in? uencers: when strangers interact in the retail setting’, Journal of Business Research, 32: 261-72.
- Martin, C.L. (1995) ‘The Customer Compatibility Scale: measuring service customers’ perceptions of fellow customers, The Journal of Consumer Studies and Home Economics, 29: 299-311.
- Martin, C.L. and Pranter, C.A. (1989) ‘Compatibility management: customer-to-customer relationships in service environments’, Journal of Services Marketing, 3(Summer): 5-15.
- Mowen, J.C. (1995) Consumer Behavior, 4th edn, Englewood Cliffs, NJ: Prentice Hall International.
- O’Shaughnessy, J. (1971) ‘Selling as an interpersonal in? uence process’, Journal of Retailing, 47(Winter): 32-46.
- Pranter, C.A. and Martin, C.L. (1991) ‘Compatibility management roles in service performers’, Journal of Services Marketing, 5(2): 43-53.
- Ratneshwar, S. and Chaiken, S. (1991) ‘Comprehension’s role in persuasion: the case of its moderating effect on the persuasive impact of source cues’, Journal of Consumer Research, 18(June): 52-62.
- Solomon, M.R. (1987) ‘The wardrobe consultant: exploring the role of a new retailing partner’, Journal of Retailing, 63(2): 110-28.
- Tatzel, M. (1982) ‘Skill and motivation in clothes shopping: fashion-conscious, independent, anxious and apathetic consumers’, Journal of Retailing, 58(4): 90-97.