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Case study
Publication date: 1 December 2009

Duncan G. LaBay

Ken Roberts, the owner of an independent automotive repair business in small coastal city in New England, arrived early for the workweek to discover an unscheduled and…

Abstract

Ken Roberts, the owner of an independent automotive repair business in small coastal city in New England, arrived early for the workweek to discover an unscheduled and unknown vehicle awaiting repair in the driveway. Ken needed to develop a tactical plan for dealing with the owner and the potential repair of the vehicle, mindful of his reputation as one of the best independent shops in the area. As a service marketer, beyond providing competent repair work, he knew that word of mouth was crucial to his business's continued success. Students ar challenged to evaluate this situation and provide recommendations within the context of the marketing of services.

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The CASE Journal, vol. 6 no. 1
Type: Case Study
ISSN: 1544-9106

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Abstract

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The CASE Journal, vol. 9 no. 1
Type: Case Study
ISSN: 1544-9106

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Article
Publication date: 1 December 2003

Duncan G. LaBay and Clare L. Comm

In this pilot study, the authors analyzed student‐faculty course evaluations at their university using gap analysis as derived from the SERVQUAL (service quality) model…

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Abstract

In this pilot study, the authors analyzed student‐faculty course evaluations at their university using gap analysis as derived from the SERVQUAL (service quality) model. Utilizing matched sections of an undergraduate management course, data were collected from students at the beginning of a semester in a traditional course setting and in a distance learning course. At the end of the semester, data were again collected from these same students. The purpose was to assess the differences between student expectations going into these courses at the beginning of the term and their final perceptions of these courses at the conclusion of the semester. The authors found that “gaps” do exist on various dimensions between expectations and perceptions in both distance learning and traditional course delivery. An ongoing longitudinal study, using the pilot study methodology, will provide conclusive findings.

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International Journal of Educational Management, vol. 17 no. 7
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 1 April 1987

William R. Swinyard and Leow Ger Ghee

ATM cardholders and nonholders in the Republic of Singapore have been researched. Cardholders and nonholders are contrasted in their demographic, attitudinal and social…

Abstract

ATM cardholders and nonholders in the Republic of Singapore have been researched. Cardholders and nonholders are contrasted in their demographic, attitudinal and social characteristics and in their experience with technical products. The findings indicate considerable differences between cardholders and nonholders on most measures. Further, the profile of ATM cardholders appears to be consistent with Rogers' (1983) generalisation of the early adopters of innovations.

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International Journal of Bank Marketing, vol. 5 no. 4
Type: Research Article
ISSN: 0265-2323

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