Title: 11 References
Course: Principles of Marketing > Section: Chapter 11

References

1. Andrea Forstadt, “10 Service-Based Business Ideas,” US Chamber of Commerce, April 2, 2021, https://www.uschamber.com/co/start/business-ideas/service-based-business-ideas.

2. “Success Story: MeTime Drop-In Child Care,” Pathway Lending, March 26, 2018, https://www.pathwaylending.org/news-and-blog/success-story-metime/.

3. “Percentage Added to U.S. GDP by Industry 2020,” Stastista, June 3, 2021, https://www.statista.com/statistics/248004/percentage-added-to-the-us-gdp-by-industry/.

4. Richa Saxena, “SM: Session3: Service Classification, Characteristics and Triangle,” The Awakener (blog), November 26, 2015, http://richaprof.blogspot.com/2015/11/sm-session3-service-classification.html.

5. Rakesh Panchal, “Service Marketing: Four Categories of Services,” My View: M-bullshit (blog), April 7, 2014, http://misbullshit.blogspot.com/2014/04/service-marketing-four-categories-of.html.

6. Ibid.

7. Jake, “These 21 Alternatives to Warby Parker Also Let You Try-On Prescription Eyeglasses at Home in 2022,” Modern Fellows, July 28, 2022, https://www.modernfellows.com/alternatives-to-warby-parker/.

8. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021, https://www.iedunote.com/service-characteristics.

9. Ibid.

10. Delta Airlines, “Delta Airlines Mission & Vision Analysis,” accessed June 15, 2022, https://mission-statement.com/delta-airlines/.

11. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021, https://www.iedunote.com/service-characteristics.

12. S. R. Rao, “Implications of Unique Features of Services,” Citeman, December 14, 2007, https://www.citeman.com/2519-implications-of-unique-features-of-services.html.

13. John Ryder, “Why the Iceberg of Ignorance Is Still Relevant and How to Melt It,” Hive (blog), June 26, 2019, https://www.hive.hr/blog/iceberg-of-ignorance/.

14. Will Schmidt, “5 Lessons from Zappos on Employee Happiness,” Classy, accessed October 14, 2021, https://medium.com/classy-blog/5-lessons-from-zappos-on-employee-happiness-10e3889b7ba

15. iGrad Author, “The Cost of Replacing an Employee and the Role of Financial Wellness,” The Well (blog), Enrich Financial Wellness, accessed May 22, 2022, https://www.enrich.org/blog/The-true-cost-of-employee-turnover-financial-wellness-enrich#:~:text.

16. Nkem Anigbogu, “Understanding the Service-Profit Chain,” LinkedIn, March 13, 2018, https://www.linkedin.com/pulse/understanding-service-profit-chain-nkem-anigbogu/.

17. Basha Coleman, “How to Write a Great Value Proposition [5 Top Examples + Template],” HubSpot, March 10, 2022, https://blog.hubspot.com/marketing/write-value-proposition.

18. P. Mulder, “Service Profit Chain,” Toolshero, October 5, 2018, https://www.toolshero.com/strategy/service-profit-chain/.

19. Ibid.

20. Ibid.

21. Adam Toporek. “The Ritz-Carlton’s Famous $2,000 Rule,” Customers That Stick, September 12, 2017, https://customersthatstick.com/blog/customer-loyalty/the-ritz-carltons-famous-2000-rule/.

22. Ibid.

23. “Services Marketing Triangle,” Expert Program Management, accessed November 11, 2021, https://expertprogrammanagement.com/2018/03/services-marketing-triangle/.

24. Ibid.

25. Ibid.

26. Anam Ahmed, “What Is a Service Marketing Triangle?” Chron., March 8, 2021, https://smallbusiness.chron.com/service-marketing-triangle-61170.html.

27. “What Is the GAP Model of Service Quality? (With Examples),” Indeed Career Guide, November 23, 2021, https://www.indeed.com/career-advice/career-development/gap-model.

28. Ibid.

29. Ibid.

30. Ibid.

31. Sean Peek, “What Your Business Can Learn from Southwest Airlines,” Business.com, August 2, 2022, https://www.business.com/articles/southwest-airlines-great-customer-service/.

32. Ibid.

33. Donald Trump, “A brand is two words: The ‘promise’ you telegraph, and the ‘experience’ you deliver,” Minimalist Quotes, accessed February 27, 2022, https://minimalistquotes.com/donald-trump-quote-18890/.

34. Arlen, C. (2018, July 2). The 5 service dimensions all customers care about. Retrieved November 11, 2021, from https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/.

35. Ibid.

36. Ibid.

37. Ibid.

38. Ibid.

39. Mary Carole McCauley, “New Hopkins Hospital Takes an Artful Approach to Health Care,” Baltimore Sun, April 26, 2012, https://www.baltimoresun.com/health/bs-xpm-2012-04-27-bs-hs-hopkins-art-20120427-41-story.html.

40. “Measuring Customer Service Quality with the RATER Framework,” Simplesat, accessed November 11, 2021, https://www.simplesat.io/measuring-customer-service-quality-rater-framework/.

41. Ibid.

42. M. M. Kobiruzzaman, “Five Dimensions of Service Quality—Servqual Model of Service Quality,” Newsmoor, September 15, 2020, https://newsmoor.com/servqual-model-five-key-service-dimensions-servqual-gaps-reasons/.

43. “56% of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel, November 18, 2015, https://www.mintel.com/press-centre/social-and-lifestyle/56-of-americans-stop-buying-from-brands-they-believe-are-unethical.

44. National Ethics Association, “Customer Service Ethics: Beware the Dark Side,” December 2, 2011, https://www.ethics.net/articles/customer-service-ethics-beware-the-dark-side.

45. Ibid.

46. Royal Caribbean Cruises Ltd., Code of Business Conduct and Ethics, 2019, https://www.rclinvestor.com/content/uploads/2019/09/COBE_Eng-2019_Clean_Final.pdf.

47. Chief Executive Office [username], “Royal Caribbean Ethics Hotline,” Ship Happens forum, September 29, 2014, http://www.inozemstvo-posao.com/smf_1-1-2_install/index.php?topic=9533.0.

48. Nasco Gulf, Customer Service Code of Conduct, accessed November 11, 2021, http://www.nascogulf.com/Content/uploads/NASCO_Customer_Service_Code_of_Conduct_-_V1.pdf.

49. Ibid.

50. Merriam-Webster, “communication,” accessed March 8, 2022, https://www.merriam-webster.com/dictionary/communication.

51. Deyan Georgiev, “Small Business Statistics [Guide to Success in 2022],” Review42, May 12, 2022, https://review42.com/resources/small-business-statistics/.

52. “Home page,” Adventist Health Castle, https://www.adventisthealth.org/castle.

53. “About Us: Mission, Vision, and Values,” Adventist Health Castle, accessed May 5, 2022, https://www.adventisthealth.org/castle/about-us/mission-vision-values

54. Adventist Health Castle, 2019 Community Health Plan Update, 2019, https://www.adventisthealth.org/documents/community-benefit/2019-chp-update-ar/Castle_2019_Community-Health-Plan-Update-Annual-Report.pdf.