Journal of Services Marketing: Volume 6 Issue 2

Excessive Growth in the Service Firm: a Strategic Marketing Planning Challenge

Edward J. Mayo, Lance P. Jarvis

Examines the issue of excessive growth in the service firm, usingthe case example of People Express, a US domestic airline. Addresses thequestion of how service firms can grow and…

Consumer Perceptions of Department Store Service: a Lesson for Retailers

Michael Dotson, W.E. Patton

Reports on the difficulties currently faced by department stores.Argues that a return to a true service orientation is needed. Discussesconsumer attitudes towards the service…

Commentary – Comparing the Hispanic and Non‐Hispanic Markets: How Different Are They?

Michael Minor

Notes that the rise in the US Hispanic population has attracted alot of interest in the marketing of products to them. Summarizes thattraditionally marketers have viewed Hispanics…

Marketing Financial Services to Affluent Consumers

Rajshekhar G. Javalgi

Notes how marketing philosophy and practices have becomeincreasingly important in the financial services industry. Uses asegmentation approach to understanding consumer…

Are You Committing Marketcide?

John H. Antil

States that many problems related to marketing suffered by anorganization occur as a result of actions within the firm itself. Termsthese problems as “marketcide”, arguing that…

What Kind of Marketing Culture Exists in Your Service Firm? An Audit

Cynthia Webster

Notes that current thinking places an appropriate culture near thetop of the list of important ingredients for successfully marketingservices. Examines the concept of marketing…

Service Provider Job Satisfaction and Customer

K. Douglas Hoffman, Thomas N. Ingram

Considers the impact of multi‐faceted measures of job satisfactionon customer‐oriented behaviours demonstrated by service providers.Reveals how overall job satisfaction, together…