Table of contents
CHANGE THE STRATEGY, CHANGE THE MANAGEMENT SYSTEM: DO THE DEPARTMENT STORES DARE RISK SUCCESS?
Douglas J. Tigert, Lawrence J. Ring, Bert McCammonContrary to popular myth, the department store industry is not dead, dying, or comatose. While return on investment in the aggregate among all department stores in North America…
SERVICE MARKETING TO YUPPIES
Alan J. Bush, David I. OrtinauOne unique group of consumers which has recently attracted the attention of many marketing professionals is the yuppie (young urban professional) market segment. Yet little is…
MANAGING PARTIAL BENEFIT MARKETING: NEW PERSPECTIVES ON CONTINUING CONCERNS
Eugene H. Fram, Bruce L. OliverMost organizations that market services can give clients a wide range of benefits as long as their clients are willing to to pay the negotiated price. These firms are engaged in…
GUIDING PRINCIPLES FOR IMPROVING CUSTOMER SERVICE
Richard T. GarfeinCustomer service is on many people's minds these days. There is more than just a growing sense that service in America leaves much to be desired and, in fact, has gotten worse…
THE PRODUCT LIABILITY IMPLICATIONS OF SERVICES MARKETING
Craig A. Kelley, Joseph L. OrsiniRapid increases in product liability litigation has expanded its importance as an item of concern to all marketers. A recent Conference Board Study reports that two‐thirds of the…
THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES
F.G. Crane, T.K. ClarkeThere has been extensive research conducted regarding the identification of evaluative criteria and cues used in selecting products classified as goods, yet there has been little…
MET LIFE'S QUEST FOR QUALITY
John J. FalzonMetropolitan Life's President and GEO, John J. Creedon, has said, “Quality is more a journey than a destination.” This phrase is descriptive of what has been happening at Met Life…
GOING GLOBAL: HOW TO JOIN THE SECOND MAJOR REVOLUTION IN ADVERTISING
Robert O. JordanThe Two Revolutions in Advertising. Dr. Shoop's Restorative was a patent medicine sold around the turn of the century. It allegedly cured shingles, rickets, the grippe, the…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum