Table of contents
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002729. When citing the…
Developing New Services: Improving the Process Makes it Better
Michael R. BowersExamines the development of new services in service organizations,which has often been incomplete and has resulted in the needs of themarketplace remaining unsatisfied. Considers…
Adoption of a Service Innovation: a Case Study with Managerial Implications
William E. Warren, C.L. Abercrombie, Robert L. BerlReviews the findings of a study investigating the adoption of aservice innovation and the relative importance to consumers in makingthe adoption decision. Suggests managerial…
Professional Services Referrals: a Model of Information Acquisition
Richard F. BeltraminiHighlights the need for professionals who refer customers amongthemselves to acquire up‐to‐date information on specialists available inthe area and their performance. Develops a…
Prepurchase Information‐Seeking for Professional Services
Jon B. Freiden, Ronald E. GoldsmithStates that marketers require a better understanding of theconsumer decision‐making process for selecting services, particularly ofthe prepurchase information search for…
Customer Contact Personnel: Using Interviewing Techniques to Select for Adaptability in Service Employees
Alicia ThompsonConsiders the need to select customer contact personnel who alreadyexhibit the desirable trait of adaptability, thus reducing the need fortraining. Discusses the issue of…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum