Journal of Services Marketing: Volume 13 Issue 2

Promotion and advertising agency utilization: a nation‐wide study of hospital providers

Beth Hogan, Sharon L. Oswald, Tony L. Henthorne, William Schaninger

A nation‐wide survey of hospital providers was conducted in an effort to determine the type and level of promotion and advertising agency utilization. The study indicated that a…

Management behavior and barriers to market orientation in retailing companies

Lloyd C. Harris, Nigel F. Piercy

Marketing writing has long argued the value to services companies of developing “market orientation”. However, the existence of organizational barriers to the development of…

Testing the SERVQUAL scale in the business‐to‐business sector: The case of ocean freight shipping service

Srinivas Durvasula, Steven Lysonski, Subhash C. Mehta

A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric…

The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services

Neeru Sharma, Paul G. Patterson

Most previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer…

Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA

John B. Ford, Mathew Joseph, Beatriz Joseph

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An…