Journal of Services Marketing: Volume 3 Issue 3

Compatibility Management: Customer‐to‐Customer Relationships in Service Environments

Charles L. Martin, Charles A. Pranter

Describes how customers potentially influence the satisfaction anddissatisfaction of other customers in many service environments.Explains why service marketers and operations…

Cross‐cultural Perspectives on the Dynamics of Prestige

Richard T. Garfein

Examines the issue of prestige, noting that it is a difficult issueto research. Explains that an understanding of the characteristics anddynamics of prestige is useful for…

Service Pricing: a Differentiation Premium Approach

Danny R. Arnold, K. Douglas Hoffman, James McCormick

States that current pricing strategies used in the serviceindustries are often too simplistic and ineffective in the face ofcomplex environmental conditions. Introduces the…

Conducting Customer Service Audits

Eberhard Scheuing

Argues that customer service operations require independent,preferably annual, reviews which can becarried out via a customerservice audit. Explains that such an audit can serve…

Efficiency in Service Delivery: Technological or Humanistic Approaches?

Scott W. Kelley

Explains that efficient service delivery can often present aproblem for marketers due to the nature of the services. Summarizes thetwo general methods already suggested for…

Erratum

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002547. When citing the…

Services Marketing: the Arabian Gulf Experience

M. Sami Kassem

Aims to fill the gap in understanding about services marketing inthe East. Uses an eclectic methodology in surveying services marketingin the Arabian Gulf, offering some East‐West…