1999 SERVSIG Service Research Conference: Jazzing into the New Millennium was edited by Ray Fisk and Liam Glynn. This work is a collection of papers presented at the maiden 1999 conference. The papers cover a broader area of relationship marketing and services marketing strategy. Several authors have explored the nature and strength of relationships among consumers and service organizations, buyer-supplier relationship, consumer loyalty, and recovery programs following core service failures. This volume is also notable for its attention to external consumer perception and satisfaction issues.
Raymond P. Fisk
Dr. Raymond P. Fisk is Professor and Chair of the Department of Marketing at Texas State University-San Marcos. He earned his B.S., M.B.A., and Ph.D. from Arizona State University. Dr. Fisk served as a Fulbright Scholar to Klagenfurt University of Education Sciences in Austria. He has also taught at Arizona State University, the American Graduate School of International Management (Thunderbird), Universidad Diego Portales, Santiago, Chile, University College Dublin, Ireland, the Swedish School of Economics, Helsinki, Finland, and the Universidade do Porto, Portugal.
Dr. Fisk was a 1979 American Marketing Association Doctoral Consortium Fellow. He is also the recipient of Awards for Excellence in Undergraduate Teaching and Excellence in Professional Service from the UCF College of Business Administration. In 2005, he received the Career Contributions to the Services Discipline Award from the American Marketing Association Services Marketing Special Interest Group. His research has focused on services marketing. He has published in the Journal of Marketing, Journal of Retailing, Journal of the Academy of Marketing Science, European Journal of Marketing, Service Industries Journal, Journal of Services Marketing, International Journal of Service Industry Management, Journal of Health Care Marketing, Journal of Professional Services Marketing, Journal of Marketing Education, Marketing Education Review, and numerous national and regional marketing conferences.
Dr. Fisk has published five books: Interactive Services Marketing, 3rd Ed., Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts, AIRWAYS: A Marketing Simulation, Marketing Theory: Distinguished Contributions, and Services Marketing: An Annotated Bibliography. Dr. Fisk serves on the editorial review boards of the International Journal of Services Industry Management. He has previously served on the editorial review board of the Journal of Health Care Marketing and Marketing Education Review. He was the editor of the AMA Services Marketing Newsletter. Dr. Fisk created SERVMARK: The Electronic Bibliography of Services Marketing Literature.
Services Marketing Self-Portraits: Introspections, Reflections and Glimpses from the Experts was edited by Raymond P. Fisk, Stephen J. Grove, and Joby John. This anthology is an introspection by the scholars in the field of services marketing and management. Academic legends such as Valarie A. Zeithaml, Parsu Parasuraman, Leonard L. Berry, and Evert Gummesson present a self-critique on their works in services marketing and research.