A. Parasuraman and Dhruv Grewal

Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview
Journal of the Academy of Marketing Science 2000 28: 9-16. [Abstract] [PDF] [References]  

Frederick E. Webster, Jr.

Understanding the Relationships among Brands, Consumers, and Resellers
Journal of the Academy of Marketing Science 2000 28: 17-23. [Abstract] [PDF] [References]  

George S. Day

Managing Market Relationships
Journal of the Academy of Marketing Science 2000 28: 24-30. [Abstract] [PDF] [References]  

John H. Roberts

Developing New Rules for New Markets
Journal of the Academy of Marketing Science 2000 28: 31-44. [Abstract] [PDF] [References]  

Bernard Jaworski, Ajay K. Kohli, and Arvind Sahay

Market-Driven Versus Driving Markets
Journal of the Academy of Marketing Science 2000 28: 45-54. [Abstract] [PDF] [References]  

Jagdish N. Sheth, Rajendra S. Sisodia, and Arun Sharma

The Antecedents and Consequences of Customer-Centric Marketing
Journal of the Academy of Marketing Science 2000 28: 55-66. [Abstract] [PDF] [References]  

Valarie A. Zeithaml

Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn
Journal of the Academy of Marketing Science 2000 28: 67-85. [Abstract] [PDF] [References]  

Roland T. Rust and Richard L. Oliver

Should We Delight the Customer?
Journal of the Academy of Marketing Science 2000 28: 86-94. [Abstract] [PDF] [References]  

Ruth N. Bolton, P. K. Kannan, and Matthew D. Bramlett

Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
Journal of the Academy of Marketing Science 2000 28: 95-108. [Abstract] [PDF] [References]  

Christine Steinman, Rohit DeshpandÉ, and John U. Farley

Beyond Market Orientation: When Customers and Suppliers Disagree
Journal of the Academy of Marketing Science 2000 28: 109-119. [Abstract] [PDF] [References]  

Stanley F. Slater and John C. Narver

Intelligence Generation and Superior Customer Value
Journal of the Academy of Marketing Science 2000 28: 120-127. [Abstract] [PDF] [References]  

Leonard L. Berry

Cultivating Service Brand Equity
Journal of the Academy of Marketing Science 2000 28: 128-137. [Abstract] [PDF] [References]  

Mary Jo Bitner, Stephen W. Brown, and Matthew L. Meuter

Technology Infusion in Service Encounters
Journal of the Academy of Marketing Science 2000 28: 138-149. [Abstract] [PDF] [References]  

Jagdip Singh and Deepak Sirdeshmukh

Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
Journal of the Academy of Marketing Science 2000 28: 150-167. [Abstract] [PDF] [References]  

A. Parasuraman and Dhruv Grewal

The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda
Journal of the Academy of Marketing Science 2000 28: 168-174. [Abstract] [PDF] [References]  

To see an article, click its [PDF] link. To add articles to your marked citations, check the boxes to the left of the titles you want, and click the 'Add to Marked Citations' button. To see one abstract at a time, click its [Abstract] link.