Table of contents
Advances in the internal marketing concept: definition, synthesis and extension
Mohammed Rafiq, Pervaiz K. AhmedOver 20 years ago internal marketing was first proposed as a solution to the problem of delivering consistently high service quality. However, despite the rapidly growing…
How e‐commerce is transforming and internationalizing service industries
Cliff WymbsServices account for over 50 percent ($3.6 trillion) of the 1997 gross domestic product for the USA, and more than 25 percent of world trade. However, information technology and…
An exploratory investigation of customer penalties: assessment of efficacy, consequences, and fairness perceptions
Michael S. McCarthy, Eugene H. FramAs organizations are striving to increase customer loyalty through relationship marketing programs, more firms are implementing customer penalty policies that impose fees or…
Should a firm with a reputation for outstanding service quality offer a service guarantee?
Jochen Wirtz, Doreen Kum, Khai Sheang LeeStudies reputation for service quality as a potential moderator of the relationship between a service guarantee and its impact on consumer perceptions of service quality, risk and…
Equity and repurchase intention following service failure
Adrian Palmer, Rosalind Beggs, Caroline Keown‐McMullanFailure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum