Chapter 1
1. IFM and IBM (2008), p. 1.
2. Maglio and Spohrer (2008), p. 18.
3. Hastings (2012), p. 9.
4. Cabinet Office (2011), p. 14.
5. Baron et al. (2013) provide further details on the development of research into services marketing.
6. Chesbrough and Spohrer (2006).
7. Vargo and Lusch (2004).
8. Vargo and Lusch (2008), p. 6.
9. Martin and Hall (2012), p. 1158.
Chapter 2
1. Lusch and Spohrer (2012), p. 1491.
2. Maglio and Spohrer (2008).
3. Maglio and Spohrer (2008).
4. Maglio and Spohrer (2008), p. 18.
5. The Service Science website: http://servsci.journal.informs.org/
6. Spohrer (2010).
7. Dirks et al. (2010), p. 6.
8. Vargo and Akaka (2009), p. 32.
9. Vargo and Lusch (2006), p. 283.
10. Vargo (2011).
11. Vargo and Akaka (2009).
12. Constantin and Lusch (1994).
13. Vargo and Lusch (2008).
14. Vargo and Lusch (2008); Vargo and Akaka (2009).
15. Rosenbaum et al. (2011), p. 1.
16. Anderson et al. (2012), p. 2.
17. Anderson et al. (2012).
18. Oliver et al. (1997), p. 311.
19. Rust and Oliver (2000), p. 88.
20. Ostrom et al. (2010) and Anderson et al. (2012).
21. Lusch and Spohrer (2012), p. 1499.
Chapter 3
1. Prahalad (2010), p. 6.
2. Martin and Hill (2012), p. 1155.
3. Martin and Hill (2012), p. 1156.
4. Prahalad (2010), pp. 7–8.
5. Hill (2002), p. 20.
6. Martin and Hill (2012), p. 1158.
7. Nussbaum (2011), pp. 32–34.
8. Burdett and Rode (2011), p. 10.
9. Smith (2012), pp. 31–35.
10. Glaeser (2011), p. 70.
11. Burdett and Rode (2011), pp. 11–13; Davis (2006), pp. 22–26.
12. Davis (2006), pp. 22–23.
13. Burdett and Rode (2011), p. 11.
14. Turok (2009), pp. 13–14.
15. Musterd and Murie (2010), pp. 17–32.
16. Porter (1998), p. 78.
17. Although it is not without its critics, who would argue that, in order to get a fuller picture, specific clusters would need to be considered in a wider spatial context, and also that issues relating to the spatial scale of clusters need to be taken into account—Musterd and Murie (2010), pp. 23–24, discuss this in more detail.
18. Musterd and Murie (2010), p. 25.
19. Florida (2002), pp. 68–69.
20. Florida (2006), p. 29.
21. Florida (2002), pp. 215–218.
22. Glaeser (2011).
23. Gordon and Buck (2005), pp. 6–14.
24. UN-HABITAT (2008).
25. Gordon and Buck (2005), p. 6.
26. Santinha and Castro (2010), p. 79.
27. Santinha and Castro (2010), pp. 80–86.
28. Santinha and Castro (2010).
Chapter 4
1. Maglio and Spohrer (2008), p. 18.
2. IfM and IBM (2008), p. 1.
3. Turok (2009), p. 4.
4. Bitner (1992); Bitner (2000) and Sherry (1998).
5. Warnaby (2009), pp. 403–423.
6. Grönroos (2007).
7. Warnaby and Davies (1997).
8. Cresswell and Hoskins (2008), p. 394.
9. Getz (1993); Jansen-Verbeke (1986).
10. Aitken and Campelo (2011), p. 917.
11. Braun et al. (2010).
12. IfM and IBM (2008); Maglio and Spohrer (2008).
13. Ashworth (1993), pp. 643–649.
14. Lusch et al. (2010), p. 20.
15. Warnaby (2009).
16. Ashworth and Voogd (1990).
17. den Berg and Braun (1999), p. 995.
18. Chandler and Vargo (2011), p. 40.
19. Warnaby et al. (2002), pp. 877–904.
20. Maglio and Spohrer (2008), p. 19.
21. Corsico (1993), p. 79.
22. IfM and IBM (2008), p. 19.
23. Santinha and Castro (2010), pp. 82–88.
24. Dirks et al. (2010).
25. Santinha and Castro (2010), pp. 84–86.
26. IfM and IBM (2008), p. 18.
27. Dirks et al. (2010), p. 6.
28. Kotler et al. (1999), p. 137.
29. Short and Kim (1998), p. 65.
30. Gold (1994); Ward (1998), p. 182.
31. Rogerson (1999), p. 972.
32. Rogerson (1999), pp. 980–982.
33. Layard (2005).
34. Bowling (1995).
35. Nussbaum (2011).
36. Rogerson (1999), p. 982.
37. Cabinet Office (2011), p. 14.
38. Cabinet Office (2011), pp. 15–16.
Chapter 5
3. Dirks et al. (2010).
4. CIA (2013).
5. Rourke (2011).
6. Australian Bureau of Statistics (2013).
7. International cricket matches between England and Australia are referred to as the “Ashes” in recognition of the historical event when Australia first beat England and equipment was burnt as a result.
8. Mayes (2011).
9. Hume (2011).
Chapter 6
1. Ganeshan and Diamond (2009).
2. Turnbull (2011).
3. Watts (2011).
Chapter 7
1. For information, news items 1, 2, 9, 13, 14 relate to 1947; news items 5, 6, 10, 11, 15 relate to 1962/3; and news items 3, 4, 7, 8, 12 relate to 2010.
2. Dirks et al. (2010).
3. The Guardian (2010, January 7).
4. The Northern Echo (2010, December 2).
5. Walesonline (2010, December 17).
6. The Sun (2010, December 22).
7. The Times (2010, January 14).
8. Daily News (2010, January 25).
9. Liverpool Echo (2010, January 4).
10. The Guardian (2010, January 7).
11. The Independent (2010, January 12).
12. Walesonline (2010, January 13).
13. The Guardian (2010, January 7).
14. Western Telegraph (2010, January 11).
15. The Sun (2010, January 6).
16. Chronicle Live (2010, January 10).
17. Daily Telegraph (2010, December 16).
18. Daily Express (2010, December 30).
19. See Office for National Statistics, Statistical Bulletin, Internet Access 20–10, available at www.ons.gov.uk
20. www.clicky.co.uk/2010/02/social-media-statistics-february-2010, accessed 30/7/13.
21. Arnould, Price, and Malshe (2006).
22. http://webarchive.nationalarchives.gov.uk/20111014014059/ http://transportwinterresilience.independent.gov.uk/docs/final-report/wrr-final-report-2010-10-22.PDF, accessed 30/7/13.
Chapter 8
1. Webster and Lusch (2013), p. 389.
2. Webster and Lusch (2013), p. 390.
3. Martin and Hill (2012).
4. Demirkan et al. (2011).
5. Weinberger and Wallendorf (2012), p. 77.
6. Webster and Lusch (2013), p. 392.
7. http://english.peopledaily.com.cn/90001/98649/7372493.html
8. http://www.indiaonlinepages.com/population/mumbai-population.html
9. http://www.tradingeconomics.com/brazil/urban-population-wb-data.html
10. http://www.telegraph.co.uk/sponsored/rbth/society/8555676/Moscow-17-million-people.html
11. http://www.bbc.co.uk/learningzone/clips/a-history-of-urbanisati-on-in-britain/7811.html
12. http://www.wri.org/publication/content/8840
13. http://www.indexmundi.com/japan/urbanization.html
14. #quakebook (2011), p. 6.
15. Webster and Lusch (2013).
16. Deraniyagala (2013).
17. #quakebook (2011).
18. Readers are directed to Dawson et al. (2011) and Quinn and Patterson (2013).
19. http://www.londonprepared.gov.uk/downloads/businesscontinuity/makingplans/bcprehearsal.rtf
20. IBM (2004).
21. Lusch and Vargo (2006).
22. Arnould et al. (2006).
23. For example, Baron and Harris (2008); Baron and Warnaby (2011); Hibbert et al. (2012).
24. http://www.ceri.msu.edu/wp-content/uploads/2010/07/Tshaped-ProfImage.pdf
25. See Brown in Ostrom et al. (2010); Webster and Lusch (2013).
26. Deraniyagala (2013), p. 48.
27. See Gotham (2007); Kennet-Hensel et al. (2012).
28. Fisk et al. (1993).
29. Baron et al. (2013).
30. Chandler and Vargo (2011).
31. Berry and Bendapudi (2007).
32. For example, Gebauer (2012).
33. Gummesson (2009).
34. See Garikapati (2012).
35. See Horvath, Thomassen, and Wydra (2009) for a fuller discussion of the concept of liminality.
36. A promising approach is through the concepts of holistic service systems and whole service. See Spohrer et al. (2012).