| 1545434 |
Customer satisfaction in the restaurant industry: an examination of the transaction-specific model
Syed Saad Andaleeb, Carolyn Conway
(pp. 3-11)
Keywords:
Catering industry,
Customer satisfaction,
Restaurants,
Service levels,
United States of America
ArticleType: Research paper
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(108 KB)
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| 1545329 |
Marketing research, market orientation and customer relationship management: a framework and implications for service providers
Rajshekhar (Raj) G. Javalgi, Charles L. Martin, Robert B. Young
(pp. 12-23)
Keywords:
Customer relations,
Customer retention,
Customer satisfaction,
Market research,
Marketing strategy,
Services marketing
ArticleType: Conceptual paper
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(256 KB)
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| 1545330 |
Uncovering the keys to successful service elimination: “Project ServDrop”
Spiros P. Gounaris, George J. Avlonitis, Paulina G. Papastathopoulou
(pp. 24-36)
Keywords:
Decision making,
Greece,
Product management,
Rationalization,
Service industries
ArticleType: Research paper
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(165 KB)
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| 1545331 |
Marketing financial services to Hispanic American consumers: a portfolio-centric analysis
Thomas H. Stevenson, D. Anthony Plath
(pp. 37-50)
Keywords:
Ethnic minorities,
Financial services,
Hispanics,
Market segmentation,
United States of America
ArticleType: Research paper
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(154 KB)
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| 1545332 |
Sequential service quality in service encounter chains: case studies
Göran Svensson
(pp. 51-58)
Keywords:
Customer services quality,
Process planning,
Quality chain,
Quality management techniques,
Sweden
ArticleType: Research paper
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(101 KB)
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| 1545333 |
Service quality, customer satisfaction, and behavioral intentions in the service factory
Festus Olorunniwo, Maxwell K. Hsu, Godwin J. Udo
(pp. 59-72)
Keywords:
Consumer behaviour,
Customer satisfaction,
Customer services quality,
Factor analysis,
Service levels
ArticleType: Research paper
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(329 KB)
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| 1545435 |
Three perspectives on service management and marketing: rival logics or part of a bigger picture?
David Ballantyne
(pp. 73-79)
Keywords:
Continuing development,
Customer service management,
Marketing communications,
Marketing strategy,
Marketing theory,
Relationship marketing
ArticleType: Conceptual paper
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(156 KB)
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