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Resurse bibliografice:

1. Danaher, P. J., Conroy, D. M., McColl-Kennedy, J. R. (2008),Who Wants a Relationship


Anyway?: Conditions When Consumers Expect a Relationship With Their Service
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2. Gebauer, H. (2008), Identifying Service Strategies in Product Manufacturing Companies
by Exploring Environment–Strategy Configurations, Industrial Marketing Management,
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3. Heskett, J.L., Sasser, W.E., Schlesinger, L.A. (1997), The Service Profit Chain, The Free
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4. Ioncică, M. (coordonator) (2004), Strategii de dezvoltare a sectorului terțiar, Editura
Uranus, Bucureşti.
5. Ionescu, S.(2000), Managementul serviciilor, Editura INID,Bucureşti.
6. Lovelock, C., Gummesson, E. (2004), Whither ServicesMarketing?: In Search of a New
Paradigm and Fresh Perspectives, Journal of Service Research , 7 (1): 20-41.
7. Lovelock, C.H., Wright, L.K. (1999), Principles of Service Marketing and Management ,
First Edition, Prentice Hall Business Publishing.
8. Lusch, R. F., Vargo, S. L., O’Brien, M. (2007), Competing through Service: Insights
from Service-Dominant Logic, Journal of Retailing , 83 (1): 5-18.
9. Maister, D.H. (2003), Managing the Professional Service Firm,2nd edition, The Free
Press.
10. McKee, D., Simmers, C. S., Licata, J. (2006), Customer Self-Efficacy and Response to
Service, Journal of Service Research,8 (3): 207-220.
11. Ng, S., Russel-Bennett, R., Dagger, T. (2007), A Typology of Mass Services: the Role of
Service Delivery and Consumption Purpose in Classifying Service Experiences, Journal
of Services Marketing , 21 (7): 471-480.
12. Nicolescu, O., Plumb, I., Pricop, M., Vasilescu, I., Verboncu,I. (coordonatori)(2004),
Tetralogie Abordări moderne în managementul şi economia organizației, 4 volume,
Editura Economică, Bucureşti.
13. Paton, R. A., McLaughlin, S. (2008), Services Innovation: Knowledge Transfer and the
Supply Chain, European Management Journal , 26: 77-83.
14. Plumb, I., Zamfir, A., Ionescu, M., Ionescu, S.(2004), Reingineria serviciilor , Editura
ASE, Bucureşti.
15. Schwemmer, R.W. (1995), Service Operations Management, Englewood Cliffs, Prentice
Hall.

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