Journal of Services Marketing: Volume 5 Issue 2

Emotional Responses to a Professional Service Encounter

Madeline Johnson, George M. Zinkhan

Considers the interaction between customer and provider inprofessional service encounters, where extended person‐to‐persondiscussions frequently take place. Describes an…

Another Note on Survey Return Rates

Steven S. Armstrong

Highlights the importance of ensuring the highest possible returnrates when using mail surveys. Describes a study investigating thedifference in return rates between a parent…

Benefiting from Structural Similarities Among Personal Services

Michael R. Solomon, Michael R. Solomon

Argues that all service encounters can be thought of as sharingcommon elements and common problems. Considers some common issues facedby a variety of personal service providers…

Marketing to Older Adults: an Overview and Assessment of Present Knowledge and Practice

George P. Moschis

Summarizes the topics, challenges and existing knowledge onmarketing to older consumers. Discussescontradictory beliefs about olderconsumers and how to market to them, explaining…

Compatibility Management: Roles in Service Performers

Charles A. Pranter, Charles L. Martin

Describes how customer satisfaction can be influenced by direct orindirect interaction with other customers in a service facility′sphysical environment. Explores how the way…

Internal Marketing: Integrating R&D and Marketing Within the Organization

Ashok K. Gupta, Everett M. Rogers

Examines organizational adoption of R&D/marketing integrationfrom a diffusion‐of‐innovations perspective, summarizing findings andconcepts gleaned from research. Applies these…