New Forms of Service Provision

Edward Kasabov and Alex Warlow
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Edward Kasabov: University of Exeter Business School Exeter
Alex Warlow: Noridol Ltd

Chapter 4 in The Compliance Business and Its Customers, 2012, pp 36-59 from Palgrave Macmillan

Abstract: Abstract Although contested by some marketing academics and practitioners, the majority of theorists in the discipline adhere to the view that marketing has passed through certain stages of development. According to this chronology, marketing and marketing management thinking and practice have progressed through stages of production and selling orientations before WWII, only to be replaced by two other concepts that have dominated thinking in marketing in the past few decades: the marketing concept and the relationship marketing concept. Most marketing academics accept that it is these two concepts that reflect most accurately current marketing practice and should also guide marketing managers.

Keywords: Service Provision; Customer Orientation; Service Failure; Service Recovery; Relationship Marketing (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-27115-0_5

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DOI: 10.1057/9781137271150_5

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