1.
Andrea Forstadt, “10 Service-Based Business Ideas,” US Chamber of Commerce, April 2, 2021, https://www.uschamber.com/co/start/business-ideas/service-based-business-ideas.
2.
“Success Story: MeTime Drop-In Child Care,” Pathway Lending, March 26, 2018, https://www.pathwaylending.org/news-and-blog/success-story-metime/.
3.
“Percentage Added to U.S. GDP by Industry 2020,” Stastista, June 3, 2021, https://www.statista.com/statistics/248004/percentage-added-to-the-us-gdp-by-industry/.
4.
Richa Saxena, “SM: Session3: Service Classification, Characteristics and Triangle,” The Awakener (blog), November 26, 2015, http://richaprof.blogspot.com/2015/11/sm-session3-service-classification.html.
5.
Rakesh Panchal, “Service Marketing: Four Categories of Services,” My View: M-bullshit (blog), April 7, 2014, http://misbullshit.blogspot.com/2014/04/service-marketing-four-categories-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/alternatives-to-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-implications-of-unique-features-of-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-lessons-from-zappos-on-employee-happiness-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-cost-of-employee-turnover-financial-wellness-enrich#:~:text.
16.
Nkem Anigbogu, “Understanding the Service-Profit Chain,” LinkedIn, March 13, 2018, https://www.linkedin.com/pulse/understanding-service-profit-chain-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/write-value-proposition.
18.
P. Mulder, “Service Profit Chain,” Toolshero, October 5, 2018, https://www.toolshero.com/strategy/service-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/customer-loyalty/the-ritz-carltons-famous-2000-rule/.
22.
Ibid.
23.
“Services Marketing Triangle,” Expert Program Management, accessed November 11, 2021, https://expertprogrammanagement.com/2018/03/services-marketing-triangle/.
24.
Ibid.
25.
Ibid.
26.
Anam Ahmed, “What Is a Service Marketing Triangle?” Chron., March 8, 2021, https://smallbusiness.chron.com/service-marketing-triangle-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/career-development/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/southwest-airlines-great-customer-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-trump-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/the-5-service-dimensions-all-customers-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/bs-xpm-2012-04-27-bs-hs-hopkins-art-20120427-41-story.html.
40.
“Measuring Customer Service Quality with the RATER Framework,” Simplesat, accessed November 11, 2021, https://www.simplesat.io/measuring-customer-service-quality-rater-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-five-key-service-dimensions-servqual-gaps-reasons/.
43.
“56% of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel, November 18, 2015, https://www.mintel.com/press-centre/social-and-lifestyle/56-of-americans-stop-buying-from-brands-they-believe-are-unethical.
44.
National Ethics Association, “Customer Service Ethics: Beware the Dark Side,” December 2, 2011, https://www.ethics.net/articles/customer-service-ethics-beware-the-dark-side.
45.
Ibid.
46.
Royal Caribbean Cruises Ltd., Code of Business Conduct and Ethics, 2019, https://www.rclinvestor.com/content/uploads/2019/09/COBE_Eng-2019_Clean_Final.pdf.
47.
Chief Executive Office [username], “Royal Caribbean Ethics Hotline,” Ship Happens forum, September 29, 2014, http://www.inozemstvo-posao.com/smf_1-1-2_install/index.php?topic=9533.0.
48.
Nasco Gulf, Customer Service Code of Conduct, accessed November 11, 2021, http://www.nascogulf.com/Content/uploads/NASCO_Customer_Service_Code_of_Conduct_-_V1.pdf.
49.
Ibid.
50.
Merriam-Webster, “communication,” accessed March 8, 2022, https://www.merriam-webster.com/dictionary/communication.
51.
Deyan Georgiev, “Small Business Statistics [Guide to Success in 2022],” Review42, May 12, 2022, https://review42.com/resources/small-business-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/castle/about-us/mission-vision-values
54.
Adventist Health Castle, 2019 Community Health Plan Update, 2019, https://www.adventisthealth.org/documents/community-benefit/2019-chp-update-ar/Castle_2019_Community-Health-Plan-Update-Annual-Report.pdf.