Services Marketing (SM)
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Sample Marketing Plans
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References List
ANACOM (2008) Consumer protection [Online]. Available from: http://www.anacom.pt/template16.jsp?categoryId=198562 (Accessed: 12 May 2008).
ANACOM (2008) Internet Access Service - 4th quarter 2007 [Online]. Available from: http://www.anacom.pt/template12.jsp?categoryId=260362 (Accessed: 11 May 2008).
ANACOM (2008) Price Tables (PT Comunicações) [Online]. Available from: http://www.anacom.pt/template15.jsp?categoryId=8777 (Accessed: 14 May 2008).
Answers.com (n.d.) Law Of Demand [Online]. Available from: http://www.answers.com/topic/supply-and-demand?cat=biz-fin (Accessed: 12 May 2008).
Apple (2008) Iphone Software Road Map [Online]. Available from: http://www.apple.com/iphone/ (Accessed: 14 May 2008).
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Barlow, T. (2007) 2007 Departures: Coke BlāK too far in the red [Online]. Available from:
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Boone, L.E. & Kurtz, D.L. (2006) Contemporary Marketing – Part 7: Pricing Decisions, 12th Edition [Online]. Ohio, US: South-Western, Thomson. Available from:
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Brodkin, J. (2007) “SaaS model gaining ground - Mass Technology Leadership Council event examines advantages and pitfalls of SaaS delivery model”, NetworkWorld.com [Online]. Available from: http://www.networkworld.com/news/2007/040407-saas-mass-leadership-council.html (Accessed: 5 May 2008).
BT (n.d.) BT Group [Online]. Available from: http://www.btplc.com/ (Accessed: 12 May 2008).
Buchenau, M. & Suri, J.F. (n.d.) Experience Prototyping [Online]. Available from: http://www.viktoria.se/~saral/experience_prototyping.pdf (Accessed: 13 May 2008).
CITI (n.d.) Our Businesses – Our Brands [Online]. Available from: http://www.citigroup.com/citigroup/business/brands.htm(Accessed: 12 May 2008).
ConsumerReports.org (2006) Taste test: Coke BlaK It's Coke with coffee, double the caffeine, and half the calories [Online]. Available from: http://www.consumerreports.org/cro/food/beverages/cola/taste-test-coke-blak-306/overview/index.htm (Accessed: 15 May 2008).
Dalum, B., Pedersen, C.R. & Villumsen, G. (2005) ‘Technological Life-Cycles: Lessons from a Cluster Facing Disruption’, European Urban and Regional Studies, 2005, 12 (229) [Online]. Available from: http://eur.sagepub.com/cgi/content/abstract/12/3/229 (Accessed: 12 May 2008).
Deutsche Post World Net (n.d.) Group – Our Business [Online]. Available from: http://investors.dpwn.de/en/investoren/der_konzern/index.html (Accessed: 12 May 2008).
Durvasula, S., Lobo, A.C., Lysonski, S. & Mehta, S.C. (2005) ‘Finding the sweet spot: A two industry study using the zone of tolerance to identify determinant service quality attributes’, Journal of Financial Services Marketing, Volume 10, Issue 3, pp. 244–259 [Online]. Available from: ttp://www.swin.edu.au/business/documents/research/TonyLoboJFSM_Paper_28Jun06.pdf (Accessed: 11 May 2008).
EurActiv.com (2008) Telecoms and Internet regulation review [Online]. Available from: http://www.euractiv.com/en/infosociety/telecoms-internet-regulation-review/article-169286 (Accessed: 11 May 2008).
EUROSTAT (2007) Key figures on Europe 2007/08 edition [Online]. Available from: http://epp.eurostat.ec.europa.eu/cache/ITY_OFFPUB/KS-EI-07-001/EN/KS-EI-07-001-EN.PDF (Accessed: 3 May 2008)
FreeIndex.co.uk (2008) UK Children's Party Providers [Online]. Available from: http://www.freeindex.co.uk/categories/Arts_and_Lifestyle/Parties_and_Events/Childrens_Parties/ (Accessed: 6 May 2008).
Grönroos, C. (1982) ‘An Applied Service Marketing Theory’, European Journal of Marketing, Volume 16, Issue 7, pp.30-41, [Online]. Available from: http://www.emeraldinsight.com/10.1108/EUM0000000004859 (Accessed: 10 May 2008).
IBM (2003) Hervey Parke Speech [Online]. Available from: http://www.ibm.com/investor/4q03/presentation/4q03prepared.pdf (Accessed: 14 May 2008).
Love-Egypt.com (n.d.) Ancient Egypt Transport - Postal Services, Commerce and Finance [Online]. Available from: http://www.love-egypt.com/transport.html (Accessed:
5 May 2008).
Lovelock, C. H. (1983) ‘Classifying Services to Gain Strategic Marketing Insights’, Journal of Marketing, Vol. 47, No. 3, pp. 9-20, American Marketing Association [Online]. Available from: http://www.jstor.org/stable/1251193 (Accessed: 3 May 2008)
Marriot International, Inc. (2007) 2007 Annual Report - Our Brands [Online]. Available from: http://ir.shareholder.com/mar/Marriott_2007AR/brands/brands_1.html (Accessed: 12 May 2008).
Meyer, J. W. (2000) ‘Globalization: Sources and Effects on National States and Societies’, International Sociology, Vol. 15, No. 2, 233-248 [Online]. Available from: http://iss.sagepub.com/cgi/reprint/15/2/233 (Accessed: 29 March 2008).
Milberg, S.J., Park, C.W. & McCarthy, M.S. (1997) ‘Managing Negative Feedback Effects Associated With Brand Extensions: The Impact of Alternative Branding Strategies’, Journal of Consumer Psychology, Volume 6, Issue 2, pp.119-140 [Online]. Doi: 10.1207/s15327663jcp0602_01 (Accessed: 14 May 2008).
NCAER (2006) ‘Services’, Quarterly Review of the Economy, Issue 3, November [Online]. Available from: http://www.ncaer.org/downloads/indianeconomy/services/q3nov2006.pdf (Accessed: 2 May 2008)
Nintendo (2008) What is Wii? [Online]. Available from: http://www.nintendo.com/wii/what(Accessed: 5 May 2008).
Pratical Law Company (n.d.) Regulated market [Online]. Available from: http://corporate.practicallaw.com/5-200-9275 (Accessed: 11 May 2008).
Radio Popular (2008) Lista de Produtos [Online]. Available from: http://www.radiopopular.pt/catalogo/produtoscategoria.php?categoriaId=576&ord=0&by=0 (Accessed: 11 May 2008).
Sengupta, K. & Heiser, D. R. & Cook, L. S. (2006) Manufacturing and Service Supply Chain Performance: A Comparative Analysis’, The Journal of Supply Chain Management Volume 42, Issue 4, pp. 4–15 [Online]. DOI:10.1111/j.1745-493X.2006.00018.x (Accessed: 4 May 2008).
Smith, A. (2000) ‘Coming Clean on Cleaner Technology?’, Global Ecology and Biogeography, Vol. 9, No. 6, pp. 528-529, Blackwell Publishing [Online]. Available from: http://www.jstor.org/stable/2665427 (Accessed: 6 May 2008).
Systems of Care (2008) National Children's Mental Health Awareness Day [Online]. Available from: http://www.systemsofcare.samhsa.gov/nationalawareness/materials.aspx (Accessed: 10 May 2008).
The World Bank (2004) Beyond Economic Growth - An Introduction to Sustainable Development - Industrialization and Postindustrialization,
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UNCTAD GlobStat Database (2007) Handbook of Statistics - 5.1 Value and shares of total exports and imports of services [Online]. Available from:
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UPS (n.d.) UPS Companies [Online]. Available from: http://www.ups.com/content/corp/companies/index.html#Mail+Boxes+Etc%2E%2C+Inc%2E (Accessed: 12 May 2008).
VanAuken, B. (2005) 39 Common Brand Problems by Brad VanAuken [Online]. Available from: http://www.brandcoolmarketing.com/images/39%20Common%20Problems.pdf (Accessed: 14 May 2008).
Vargo, S. L. & Lusch, R. F. (2004) ‘The Four Service Marketing Myths - Remnants of a Goods-Based, Manufacturing Model’, Journal of Service Research, Vol. 6, Issue 324 [Online]. Available from: http://jsr.sagepub.com.ezproxy.liv.ac.uk/cgi/reprint/6/4/324 (Accessed: 10 May 2008).
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