To read the full version of this content please select one of the options below:

Services marketing management competencies: a ferry company example

Audrey Gilmore (University of Ulster at Jordanstown, Newtown Abbey, County Antrim, Northern Ireland)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 March 1998



Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision making for services management. A case description of a consumer services company is used to develop the argument. The case description focuses on the progression of the management decision makers’ competencies over a three‐year period. The importance of continually developing the competencies of the key decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities.



Gilmore, A. (1998), "Services marketing management competencies: a ferry company example", International Journal of Service Industry Management, Vol. 9 No. 1, pp. 74-92.




Copyright © 1998, MCB UP Limited