Table of contents
Right first time in service:a checklist of best practice and the link to performance
Albert Caruana, Leyland F. PittA survey with 1,000 of the “top” service industry firms in the UK allowed the development of a checklist and benchmark results that enable managers to assess their firms’ service…
A cross‐sectional test of the effect and conceptualization of service value
J. Joseph Cronin, Michael K. Brady, Richard R. Brand, Roscoe Hightower, Donald J. ShemwellFocusses attention on service value as a construct which may help explain consumer decision making; however, to date this attention has been largely conceptual. Finds from the…
Corporate name change signaling in the services industry
Paul Sergius KokuInvestigates the effectiveness of corporate name change signaling in the services industry. Argues that previous studies on the subject are lacking because they failed to…
Marketing ethics: a comparison between services and other marketing professionals
C.P. Rao, Snusorn SinghapakdiDiscovers that services professionals, because of the nature of their marketing context, generally have more opportunity than other marketing professionals to engage in unethical…
Enhancing service personnel effectiveness through the use of behavioral repertoires
Dawn Dobni, Wilf Zerbe, J.R. Brent RitchieSuggests that because of the unique characteristics of services, the behavior of service employees is a key determinant of organizational performance and that the effective…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum