Table of contents
Internal Marketing: The Key to External Marketing Success
Walter E. Greene, Gary D. Walls, Larry J. SchrestIn North America, 80 percent of the jobs and 60 percent of the grossnational product come from the performance of services rather than theproduction of products. Organizations…
Services Marketing Strategies for Coping with Demand/Supply Imbalances
Donald J. Shemwell, J. Joseph CroninBecause services cannot be stored, temporary imbalances between supplyand demand present a difficult challenge for managers of service firms.Though marketing and management…
The Service Employee′s Pivotal Role in Organizational Success
John W. HenryAs the USA continues to progress toward a service‐based economy, therole of the service employee as a contributor to the success of theorganization assumes greater prominence…
Characteristics of the Salesforce in the US Health‐care Service Industry: A Comparative Study of Selling Professional Services
Michael R. Bowers, Thomas L. Powers, Pamela D. SpencerDescribes the job of selling health‐care services and compares it totraditional types of sales positions. Providing such a comparison maystimulate marketing managers in other…
Aggregate Complaint Analysis: A Procedure for Developing Customer Service Satisfaction
Richard S. Lapidus, John A. SchibrowskyProvides an outline for implementing a defensive marketing strategy.Advocates a procedure which combines aggregate complaint analysis and aquality function development tool known…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum