International Journal of Service Industry Management: Volume 6 Issue 1

Service expectations: the consumer versus the provider

Amy R. Hubbert, Annette Garcia Sehorn, Stephen W. Brown

Boundary‐spanning personnel such as tax preparers, travel agentsand hairdressers interface directly with customers. In their uniqueposition, between the organization and customer…

Sales promotion – a missed opportunity for services marketers?

Ken Peattie, Sue Peattie

“Below‐the‐line” sales promotion as part of thecommunication mix is virtually ignored within the services marketingliterature, in comparison with personal selling…

Internal marketing: a review and some interdisciplinary research challenges

Richard J. Varey

Presents an interdisciplinary literature review and research agendaand suggests a number of propositions, in advance of new fieldwork, todiscover a revised or new theory of…

Designing services: an information‐processing approach

Samuel Wathen, John C. Anderson

Service delivery requires the reception and processing of customerinformation. To deliver a service that satisfies customers, service jobdesign should consider information needed…