Table of contents
Courtesy and Friendliness: Conflicting Goals for the Service Providers
Cathy Goodwin, Kelly L. SmithSuggests that an understanding of the difference betweenfriendliness and courtesy can help providers to meet customerexpectations and improve perceptions of service quality in a…
Developing Marketing Decision Support Systems Development for Service Companies
Alan J. Greco, Jack T. HogueDiscusses the findings of research into the development ofmarketing decision support systems. States that MDSS represents a breakwith traditional, more rigid management…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002577. When citing the…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb006047. When citing the article, please…
Customer Dissatisfaction and the Zone of Uncertainty
Bill BleuelOffers a personal commentary disagreeing with those who imply thatdissatisfaction is simply the opposite of satisfaction. Examines theconcept of the dissatisfied customer…
Convenience in Services Marketing
Lew G. BrownSuggests that the construct of convenience has not been properlydefined and operationalized by managers and should be regarded asmultidimensional. Proposes a conceptual framework…
A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation
Mark M. Davis, Thomas E. VollmannIntroduces a framework for integrating the operations managementand marketing approaches within a service operation. Focuses on customersatisfaction with waiting time, with the…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum