Journal of Services Marketing: Volume 14 Issue 1

Service intangibility and its impact on consumer expectations of service quality

Charlene Pleger Bebko

Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared…

Internal marketing and supply chain management

Ian N. Lings

Presents a model of service quality which is based on both internal and external customer and supplier groups in supply chain partners. Two possible types of internal customers…

Were banks marketing themselves well from a segmentation perspective before the emergence of scientific inquiry on services marketing?

Richard Germain

Questions whether banks were marketing themselves before the 1950s advent of scientific inquiry on services marketing. The results show banks segmented the overall market on…

What is a professional service? A conceptual review and bi‐national investigation

Mrugank V. Thakor, Anand Kumar

Although interest in the marketing of professional services has grown steadily, there is still confusion over which services should be considered professional. Perceptions are…