Bibliografia

Skålén, Per. (2010). Service marketing and subjectivity: the shaping of customer-oriented employees, Journal of Marketing Management, 2009, 25(7-8): pp. 795-809.Doi.org/10.1362/026725709X471631 Gummesson, Evert & Grönroos, Christian. (2012). The emergence of the new service marketing: Nordic School perspectives, Journal of Service Management 23(4): pp. 479-497. Doi.org/10.1108/09564231211260387 Grönroos, Christian & Ravald, Annika. (2011). Service as business logic: implications for value creation and marketing, Journal of Service Management, 22(1): pp. 5-22. Doi:10.1108/09564231111106893 Fisk, Raymond P.; Brown, Stepen W. & Bitner, Mary Jo. (1993). Tracking the evolution of the services marketing literature, Journal of Retailing, 69(1): pp. 61-103. Doi.org/10.1016/S0022-4359(05)80004-1 Ballantyne, David & Nilsson, Elin. (2017). All that is solid melts into air: the servicescape in digital service space, Journal of Services Marketing, 31(3): pp. 226-235. Doi: 10.1108/JSM-03-2016-0115:

Vargo, Stephen L., & Lusch, Robert F. (2008). Service-dominant logic: continuing the evolution?, Journal of the Academy of Marketing Science, 36(1): pp. 1-10. Doi: 10.1007/s11747-007-0069-6 Zeithaml, Valarie; Parasuraman, Ananthanarayanan & Berry, Leonard L. (1985). Problems and strategies in services marketing, Journal of Marketing, 49 (Spring): pp. 33-46. Doi:10.2307/1251563: