Table of contents
Achieving Service Quality Through Gap Analysis and a Basic Statistical Approach
Dean E. Headley, Bob ChoiPostulates that the use of some key ideas from statistical controlthinking can improve service quality. Explores the identification andanalysis of gaps in perceptual differences…
Service: the Competitive Edge in Banking
A. Coskun, Cheryl J. FrohlichConsiders the dehumanization and weak service performance in thebanking industry as it seeks to increase its efficiency. Argues thatsince customers are demanding more humanized…
The Role of Competitive Analysis in Implementing a market Orientation
Daniel C. Smith, Jonlee Andrews, Timothy R. BlevinsConsiders the importance of implementing a market orientation,highlighting the difficulty in focusing on competitors rather thancustomers. Offers an approach to competitive…
How to Invent Service
Chip BellOffers a personal commentary considering the real essence of goodservice. Argues that at the heart of service distinction is humaninteraction and personalization. Considers a…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/07363769210035189. When citing the…
Marketing Information and Decision Support Systems for Services
Rajendra S. SisodiaDiscusses the relevance of formal marketing information systems forservices marketing. Examines information technology and its potentialfor services marketing, presenting a design…
How Behavioral Viruses Afflict Market Strategy
E.K. ValentinConsiders the view that marketing practitioners must understand howbehavioural forces affect strategic decisions, in order to avoidmistakes. Argues that such knowledge is just as…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum