Journal of Services Marketing: Volume 8 Issue 1

Developing a Balanced Information System: Establishing Strategic Superiority for Service Organizations

C. Bruce Kavan, Cheryl J. Frohlich, A. Coskun Samli

Many service organizations′ corporate mission is “to be number one indelivering service to customers”. The use of traditional financialaccounting measures as performance…

Increasing Job Satisfaction of Service Personnel

Jerry D. Rogers, Kenneth E. Clow, Toby J. Kash

As customer satisfaction is gaining the highest priority among theinterest of corporate America′s constituent groups and the economybecomes service‐oriented, more jobs than ever…

Use of Credit Cards by Older Americans

Anil Mathur, George P. Moschis

Although older American spend increasingly large sums of money on goodsand services, it is widely believed by financial service providers andretailers that these individuals make…

Management by Team: An Innovative Tool for Running a Service Organization through Internal Marketing

Constance A. Bak, Leslie H. Vogt, William R. George, I. Richard Greentree

For many service organizations, employees are the “providers ofvalues” to customers. Yet prescriptions for the productivity challengesof the service sector usually focus on…

Hospital Advertising: The Influence of Perceptual and Demographic Factors on Consumer Dispositions

Syed Saad Andaleeb

Examines the factors that influence consumer dispositions towardhospital advertising. Both perceptual and demographic variables wereincluded in the analysis. The results suggest…

Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores

Kathryn Bishop Gagliano, Jan Hathcote

Examines the differences between consumers′ expectations and perceptionsof service quality they received when shopping apparel specialty stores.Also takes into account consumer…