Journal of Business & Industrial Marketing: Volume 16 Issue 5

Benchmarking service quality performance at business‐to‐business and business‐to‐consumer call centers

Alan Miciak, Mike Desmarais

Service quality performance is benchmarked at business‐to‐business and business‐to‐consumer call centers. Differences between call center types are observed including…

Market orientation development: a comparison of industrial vs consumer goods companies

Spiros P. Gounaris, George J. Avlonitis

While significant empirical work exists around the conceptualization of the notion of market orientation (MO), as well as its relation to company performance, little empirical…

Contemporary marketing practices of consumer and business‐to‐business firms: how different are they?

Nicole E. Coviello, Roderick J. Brodie

The literature has traditionally argued that marketing in firms serving consumer markets is, and should be, different from that in firms serving business markets. This research…

Executive and consumer decision processes: increasing useful sensemaking by identifying similarities and departures

Elizabeth J. Wilson, Arch G. Woodside

Both marketing executives and consumers engage in a combination of automatic and strategic (i.e. controlled) thinking and doing processes when they become aware of…