Table of contents
How do Customers Express Dissatisfaction and What can Service Marketers do About it?
Claire P. BolfingDiscusses customer dissatisfaction and how it is expressed. Reportson a study showing that customers will complain to management if theproblem is severe and if they are encouraged…
A Proposed Model for New Service Development
Eberhard E. Scheuing, Eugene M. JohnsonComments that few service firms are sufficiently prepared to meetthe challenge of service innovation. Reviews existing models of newservice development. Proposes a systematic…
Can Consumers be Segmented on the Basis of their Service Quality Expectations?
Cynthia WebsterExplores the segmentation by service marketers of the consumermarket on the basis of service quality expectations. Measures consumerexpectations and various quality dimensions for…
Managing Word of Mouth Communications
K. Michael HaywoodExamines the importance of the verbal exchange of positive andnegative information about a firm′s products and services. Presentssuggestions for learning what is being said and…
Positioning Services for Competitive Advantage: the Case of Duds ‘n Suds
John W. Schouten, James H. McAlexanderExamines the concept of differentiating product offerings,including consumer services, and positioning them in relation tocustomer needs and perceptions. Approaches the subject of…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum