Service Marketing Productivity and Firm Profit: Evidence From U.S. Domestic Airline Companies

REFERENCES

• Boles , J. S. , Donthu , N. , & Lohtia , R. ( 1995 ). Salesperson evaluation using relative performance efficiency: The application of data envelopment analysis . Journal of Personal Selling & Sales Management , 15 ( 3 ), 31 – 49 .
   Google Scholar
• Burleson , A. L. ( 1997 ). The service profit chain: An investigation of the linkages between employees, customers, and organization profitability . Unpublished manuscript, Department of Psychology, DePaul University, Chicago, IL.
   Google Scholar
• Cooil , B. , Keininham , T. L. , Aksoy , L. , & Hsu , M. ( 2007 ). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics . Journal of Marketing , 71 ( 1 ), 67 – 83 .
   Web of Science ®Google Scholar
• Dennett , C. , Ineson , E. M. , Stone , G. J. , & Colgate , M. ( 2000 ). Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation . Service Industries Journal , 20 ( 2 ), 82 – 94 .
   Web of Science ®Google Scholar
• Donthu , N. , & Yoo , B. (1998). Retail productivity assessment using data envelopment analysis. Journal of Retailing , 74(1), 89–105.
   Web of Science ®Google Scholar
• Fruchter , G. E. ( 1997 ). The many-player advertising game . Management Science , 45 , 1609 – 1611 .
   Web of Science ®Google Scholar
• Gustafsson , A. , Edvardsson , F. , & Edvardsson , B. ( 1999 ). Customer focused service development in practice: A case study at Scandinavian Airlines System (SAS) . International Journal of Service Industry Management , 10 , 344 – 359 .
   Google Scholar
• Heskett , J. L. , Jones , T. O. , Loveman , G. W. , Sasser , W. E., Jr. , & Schlesinger , L. A. ( 1994 ). Putting the service-profit chain to work . Harvard Business Review , 72 ( 2 ), 164 – 174 .
   Web of Science ®Google Scholar
• Kamakura , W. A. , Lenartowicz , T. , & Ratchfrord , B. T. ( 1996 ). Productivity assessment of multiple retail outlets . Journal of Retailing , 72 , 333 – 356 .
   Web of Science ®Google Scholar
• Kamakura , W. A. , Mittal , V. , de Rosa , F. , & Mazzon , J. A. ( 2002 ). Assessing the service-profit chain . Marketing Science , 21 , 294 – 317 .
   Web of Science ®Google Scholar
• Liu , X. ( 2005 ). Study on service profit chain: Review and prospect . Services Systems and Services Management , 1 ( 1 ), 429 – 434 .
   Google Scholar
• Loveman , G. W. , & Heskett , J. L. ( 1999 ). Service-profit chain research . In T. K. McGraw and J. L. Cruikshank (Eds.), The intellectual venture capitalist: John H. McArthur and the Work of the Harvard Business School 1980–1995 (pp. 197 – 220 ). Boston , MA : Harvard Business Press .
   Google Scholar
• Luo , X. ( 2004 ). Date envelopment analysis: A management science tool for scientific marketing research . Journal of Marketing Research , 42 , 113 – 116 .
   Google Scholar
• Luo , X. , & Bhattacharya , C. B. ( 2006 ). Corporate social responsibility, customer satisfaction, and market value . Journal of Marketing , 70 ( 4 ), 1 – 18 .
   Web of Science ®Google Scholar
• Luo , X. , & Donthu , N. ( 2001 ). Benchmarking advertising efficiency . Journal of Advertising Research , 41 ( 6 ), 7 – 18 .
   Web of Science ®Google Scholar
• Luo , X. , & Donthu , N. ( 2005 ). Assessing advertising media spending inefficiencies in generating sales . Journal of Business Research , 58 ( 1 ), 28 – 36 .
   Web of Science ®Google Scholar
• Luo , X. , & Donthu , N. ( 2006 ). Marketing's credibility: A longitudinal investigation of marketing communication productivity and shareholder value . Journal of Marketing , 70 ( 4 ), 70 – 91 .
   Web of Science ®Google Scholar
• Luo , X. , & Homburg , C. ( 2007 ). Neglected outcomes of customer satisfaction . Journal of Marketing , 71 ( 2 ), 133 – 149 .
   Web of Science ®Google Scholar
• Mahajan , J. ( 1991 ). A data envelopment analytic model for assessing the relative efficiency of the selling function . European Journal of Operational Research , 53 , 189 – 205 .
   Web of Science ®Google Scholar
• Mittal , V. , Anderson , E. W. , Tadikamalla , P. , & Sayrak , A. ( 2005 ). Dual emphasis and the long-term financial impact of customer satisfaction . Marketing Science , 24 , 544 – 555 .
   Web of Science ®Google Scholar
• Pilling , B. K. , Donthu , N. , & Henson , S. ( 1999 ). Accounting for the impact of territory characteristics on sales performance: Relative efficiency as a measure of salesperson performance . Journal of Personal Selling and Sales Management , 19 ( 2 ), 35 – 45 .
   Google Scholar
• Rucci , A. J. , Kirn , S. P. , & Quinn , R. T. ( 1998 ). The employ-customer-profit chain at Sears . Harvard Business Review , 76 ( 1 ), 82 – 97 .
   Web of Science ®Google Scholar
• Rust , R. T. , Zahorik , A. J. , & Keiningham , T. L. (1995). Return on quality (ROQ): Making service quality financially accountable. Journal of Marketing , 59(2), 58–70.
   Web of Science ®Google Scholar
• Schefczyk , M. ( 1993 ). Operational performance of airlines: An extension of traditional measurement paradigm . Strategic Management Journal , 14 , 301 – 317 .
   Web of Science ®Google Scholar
• Silvestro , R. , & Cross , S. ( 2000 ). Applying the service profit chain in a retail environment: Challenging the “satisfaction mirror.” International Journal of Service Industry Management , 11 ( 3 ), 244 – 268 .
   Google Scholar
• Thomas , R. R. , Barr , R. S. , Cron , W. L. , & Slocum , J. W., Jr. ( 1998 ). A process for evaluating retail store efficiency: A restricted DEA approach . International Journal of Research in Marketing , 15 ( 5 ), 487 – 503 .
   Web of Science ®Google Scholar