11.12: References
- Page ID
- 99331
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\(\newcommand{\avec}{\mathbf a}\) \(\newcommand{\bvec}{\mathbf b}\) \(\newcommand{\cvec}{\mathbf c}\) \(\newcommand{\dvec}{\mathbf d}\) \(\newcommand{\dtil}{\widetilde{\mathbf d}}\) \(\newcommand{\evec}{\mathbf e}\) \(\newcommand{\fvec}{\mathbf f}\) \(\newcommand{\nvec}{\mathbf n}\) \(\newcommand{\pvec}{\mathbf p}\) \(\newcommand{\qvec}{\mathbf q}\) \(\newcommand{\svec}{\mathbf s}\) \(\newcommand{\tvec}{\mathbf t}\) \(\newcommand{\uvec}{\mathbf u}\) \(\newcommand{\vvec}{\mathbf v}\) \(\newcommand{\wvec}{\mathbf w}\) \(\newcommand{\xvec}{\mathbf x}\) \(\newcommand{\yvec}{\mathbf y}\) \(\newcommand{\zvec}{\mathbf z}\) \(\newcommand{\rvec}{\mathbf r}\) \(\newcommand{\mvec}{\mathbf m}\) \(\newcommand{\zerovec}{\mathbf 0}\) \(\newcommand{\onevec}{\mathbf 1}\) \(\newcommand{\real}{\mathbb R}\) \(\newcommand{\twovec}[2]{\left[\begin{array}{r}#1 \\ #2 \end{array}\right]}\) \(\newcommand{\ctwovec}[2]{\left[\begin{array}{c}#1 \\ #2 \end{array}\right]}\) \(\newcommand{\threevec}[3]{\left[\begin{array}{r}#1 \\ #2 \\ #3 \end{array}\right]}\) \(\newcommand{\cthreevec}[3]{\left[\begin{array}{c}#1 \\ #2 \\ #3 \end{array}\right]}\) \(\newcommand{\fourvec}[4]{\left[\begin{array}{r}#1 \\ #2 \\ #3 \\ #4 \end{array}\right]}\) \(\newcommand{\cfourvec}[4]{\left[\begin{array}{c}#1 \\ #2 \\ #3 \\ #4 \end{array}\right]}\) \(\newcommand{\fivevec}[5]{\left[\begin{array}{r}#1 \\ #2 \\ #3 \\ #4 \\ #5 \\ \end{array}\right]}\) \(\newcommand{\cfivevec}[5]{\left[\begin{array}{c}#1 \\ #2 \\ #3 \\ #4 \\ #5 \\ \end{array}\right]}\) \(\newcommand{\mattwo}[4]{\left[\begin{array}{rr}#1 \amp #2 \\ #3 \amp #4 \\ \end{array}\right]}\) \(\newcommand{\laspan}[1]{\text{Span}\{#1\}}\) \(\newcommand{\bcal}{\cal B}\) \(\newcommand{\ccal}{\cal C}\) \(\newcommand{\scal}{\cal S}\) \(\newcommand{\wcal}{\cal W}\) \(\newcommand{\ecal}{\cal E}\) \(\newcommand{\coords}[2]{\left\{#1\right\}_{#2}}\) \(\newcommand{\gray}[1]{\color{gray}{#1}}\) \(\newcommand{\lgray}[1]{\color{lightgray}{#1}}\) \(\newcommand{\rank}{\operatorname{rank}}\) \(\newcommand{\row}{\text{Row}}\) \(\newcommand{\col}{\text{Col}}\) \(\renewcommand{\row}{\text{Row}}\) \(\newcommand{\nul}{\text{Nul}}\) \(\newcommand{\var}{\text{Var}}\) \(\newcommand{\corr}{\text{corr}}\) \(\newcommand{\len}[1]{\left|#1\right|}\) \(\newcommand{\bbar}{\overline{\bvec}}\) \(\newcommand{\bhat}{\widehat{\bvec}}\) \(\newcommand{\bperp}{\bvec^\perp}\) \(\newcommand{\xhat}{\widehat{\xvec}}\) \(\newcommand{\vhat}{\widehat{\vvec}}\) \(\newcommand{\uhat}{\widehat{\uvec}}\) \(\newcommand{\what}{\widehat{\wvec}}\) \(\newcommand{\Sighat}{\widehat{\Sigma}}\) \(\newcommand{\lt}{<}\) \(\newcommand{\gt}{>}\) \(\newcommand{\amp}{&}\) \(\definecolor{fillinmathshade}{gray}{0.9}\)1. Andrea Forstadt, “10 Service-Based Business Ideas,” US Chamber of Commerce, April 2, 2021, https://www.uschamber.com/co/start/b...business-ideas.
2. “Success Story: MeTime Drop-In Child Care,” Pathway Lending, March 26, 2018, https://www.pathwaylending.org/news-...-story-metime/.
3. “Percentage Added to U.S. GDP by Industry 2020,” Stastista, June 3, 2021, https://www.statista.com/statistics/...p-by-industry/.
4. Richa Saxena, “SM: Session3: Service Classification, Characteristics and Triangle,” The Awakener (blog), November 26, 2015, http://richaprof.blogspot.com/2015/1...ification.html.
5. Rakesh Panchal, “Service Marketing: Four Categories of Services,” My View: M-bullshit (blog), April 7, 2014, http://misbullshit.blogspot.com/2014...gories-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/altern...-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-implica...-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-les...ss-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...enrich#:~:text.
16. Nkem Anigbogu, “Understanding the Service-Profit Chain,” LinkedIn, March 13, 2018, https://www.linkedin.com/pulse/under...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/w...ue-proposition.
18. P. Mulder, “Service Profit Chain,” Toolshero, October 5, 2018, https://www.toolshero.com/strategy/s...-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/...ous-2000-rule/.
22. Ibid.
23. “Services Marketing Triangle,” Expert Program Management, accessed November 11, 2021, https://expertprogrammanagement.com/...ting-triangle/.
24. Ibid.
25. Ibid.
26. Anam Ahmed, “What Is a Service Marketing Triangle?” Chron., March 8, 2021, https://smallbusiness.chron.com/serv...gle-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...ment/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/so...tomer-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-...p-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/t...rs-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/...-41-story.html.
40. “Measuring Customer Service Quality with the RATER Framework,” Simplesat, accessed November 11, 2021, https://www.simplesat.io/measuring-c...ter-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-...-gaps-reasons/.
43. “56% of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel, November 18, 2015, https://www.mintel.com/press-centre/...-are-unethical.
44. National Ethics Association, “Customer Service Ethics: Beware the Dark Side,” December 2, 2011, https://www.ethics.net/articles/cust...-the-dark-side.
45. Ibid.
46. Royal Caribbean Cruises Ltd., Code of Business Conduct and Ethics, 2019, https://www.rclinvestor.com/content/...lean_Final.pdf.
47. Chief Executive Office [username], “Royal Caribbean Ethics Hotline,” Ship Happens forum, September 29, 2014, http://www.inozemstvo-posao.com/smf_...p?topic=9533.0.
48. Nasco Gulf, Customer Service Code of Conduct, accessed November 11, 2021, http://www.nascogulf.com/Content/upl...nduct_-_V1.pdf.
49. Ibid.
50. Merriam-Webster, “communication,” accessed March 8, 2022, https://www.merriam-webster.com/dict.../communication.
51. Deyan Georgiev, “Small Business Statistics [Guide to Success in 2022],” Review42, May 12, 2022, https://review42.com/resources/small...ss-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/cast...-vision-values
54. Adventist Health Castle, 2019 Community Health Plan Update, 2019, https://www.adventisthealth.org/docu...ual-Report.pdf.