Table of contents
Video Dial Tone: The New World of Services Marketing
Roland T. Rust, Richard W. OliverVideo dial tone (VDT) is the name for a revolution in wide‐areainteractive multimedia communication. Technical advances intelecommunications and recent judicial rulings make…
Retail Sales Training: Practices and Prescriptions
Linda S. Pettijohn, Charles E. PettijohnThe retail environment of the future is likely to be increasinglycompetitive. Department and specialty stores must provide services whichdistinguish them from the competition. One…
A Consumer Complaint Framework with Resulting Strategies: An Application to Higher Education
Arthur L. DolinskyIntroduces a framework for conceptualizing consumers′ complaints aboutdifferent service attributes. Depending on where different attributesare found in the complaint intensity…
The Traits of Successful New Service Development
Scott EdgettRecent changes in the financial services industry have placedunprecedented pressure on senior managers to develop and launch newservices. Presents the results of a study into the…
Practical Applications of Music in Service Settings
J. Duncan Herrington, Louis M. CapellaDiscusses many of the empirical studies relating to the effects ofbackground music on a wide range of consumer behaviours and outlines therelevant features and limitations of…
The Importance of Servicescapes in Leisure Service Settings
Kirk L. Wakefield, Jeffrey G. BlodgettServices marketing research has largely focussed on measuring servicequality and satisfaction associated with the primary service itself,with little attention given to the effect…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum