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Article
Publication date: 1 March 1991

Diane Schmalensee

Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer…

2878

Abstract

Asserts that internal customer satisfaction, which is critical to successful services marketing, has three aspects: involvement, enablement, and pure internal customer satisfaction. Defines each factor, describes its importance, and then illustrates with measurement examples. Makes suggestions towards measuring internal customer satisfaction.

Details

Managing Service Quality: An International Journal, vol. 1 no. 3
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 January 1988

Patriya Tansuhaj, Donna Randall and Jim McCullough

In services marketing, the employee plays a central role in attracting, building and maintaining relationships with customers. The recognition of the central role of…

3855

Abstract

In services marketing, the employee plays a central role in attracting, building and maintaining relationships with customers. The recognition of the central role of employees in service marketing has given rise to “internal marketing” programs strongly oriented to employee development. This paper explores the linkage between internal marketing activities (directed at employee recruitment, training, motivation, communication, and retention) and the more traditional external marketing activities (e.g., pricing, advertising, and personal selling). An examination of the relationship between the key elements of the services marketing management model (internal and external marketing, employee attitudes and behavior, and customer attitudes and behavior) demonstrates how service managers can enhance customer loyalty, satisfaction and perception of quality.

Details

Journal of Services Marketing, vol. 2 no. 1
Type: Research Article
ISSN: 0887-6045

Article
Publication date: 1 January 1991

Opinion Research Corporation

Reports on the findings of an ongoing study in the airline, hotel chain and car hire industries, to identify key gaps between what frequent travellers say is important and…

1915

Abstract

Reports on the findings of an ongoing study in the airline, hotel chain and car hire industries, to identify key gaps between what frequent travellers say is important and what their perception of actual service delivery is. Considers that of the three industries studied, airlines have the most opportunity for improvement. Asserts that many airlines, hotel chains and car hire companies are concentrating their efforts in areas that are the least important and missing service improvements in what frequent travellers say are more important areas. Concludes that today, companies must realise that improving service quality and delivery pays off.

Details

Managing Service Quality: An International Journal, vol. 1 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 January 1989

Ajay Bhasin, Roger Dickinson, Christine G. Hauri and William A. Robinson

Considers the nature and extent of sales promotion activity.Examines promotions as a method of protecting a brand in the future,various promotion techniques, and how to…

Abstract

Considers the nature and extent of sales promotion activity. Examines promotions as a method of protecting a brand in the future, various promotion techniques, and how to prepare for the growth of a promotion. Surmises that the trends that have made promotion so prevalent will continue, so brands that utilize franchise and image‐building promotions will reap rewards in the future.

Details

Journal of Consumer Marketing, vol. 6 no. 1
Type: Research Article
ISSN: 0736-3761

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Article
Publication date: 1 March 1989

Charles L. Martin and Charles A. Pranter

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

2936

Abstract

Describes how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments. Explains why service marketers and operations marketers should be aware of the impact of such customer‐to‐customer relations. Examines the issues of customer compatibility and customer behaviour, finding that the classification of compatible and incompatible behaviours is often situation‐specific. Explores how the way customers affect each other can be positively influenced.

Details

Journal of Services Marketing, vol. 3 no. 3
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 April 1991

W. Glynn Mangold and Emin Babakus

Evaluates customers′ and employees′ service quality expectationsand perceptions from the example of a hospital environment. Considersemployees′ responses in administrative…

1029

Abstract

Evaluates customers′ and employees′ service quality expectations and perceptions from the example of a hospital environment. Considers employees′ responses in administrative and nonadministrative categories. Notes differences between the groups and discusses the managerial implications arising from the differences found. Includes a detailed description of the methodology involved in the study.

Details

Journal of Services Marketing, vol. 5 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 April 1990

Scot Burton

Illustrates, through both actual and hypothetical examples, theimportance to services marketers of recent empirical and theoreticalwork on decision framing. Suggests that…

Abstract

Illustrates, through both actual and hypothetical examples, the importance to services marketers of recent empirical and theoretical work on decision framing. Suggests that services marketers could have more opportunity than product marketers for affecting the decision frames of consumers. Discusses implications for service marketers, including how decision framing can effect the positioning of service firms in an industry. Considers how the frame can affect the decision of whether or not to purchase, and how changes in the decision frame might encourage consumers to purchase more expensive alternatives.Notes ethical issues raised for marketers by these implications.

Details

Journal of Services Marketing, vol. 4 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 February 1990

Michael R. Bowers, Charles L. Martin and Alan Luker

Offers a fresh outlook for managing the delicate interactionbetween the customer and the contact employee in the serviceenvironment. Emphasizes that the quality of the…

1815

Abstract

Offers a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment. Emphasizes that the quality of the customer‐employee interfacehas a great effect on customers′ perceptions of the quality and value of the service, as well as on their satisfaction. Suggests a model of how companies can improve this interface by treating employees ascustomers and customers as employees, thus developing lower cost and higher quality services and also higher levels of satisfaction on the part of both customers and employees. Recommends various steps for management to take.

Details

Journal of Services Marketing, vol. 4 no. 2
Type: Research Article
ISSN: 0887-6045

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