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Focuses on quality service issues as they relate to channel retail systems, providing insights into the type of channel systems rewards that are given to distributors that produce superior service quality, and providing insights into the determinants of service quality in retail channel systems. Examines the relationship between retailers and consumers in the consumer beverage industry. Provides implications for managers and researchers.

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.

The development of a manufacturing strategy that is in consonance with marketing objectives is an essential ingredient for success in the current business environment. Therefore, the relationship between marketing objectives and manufacturing strategies was examined in this article. Responses from 175 manufacturing organisations indicated that high levels of process structure complexity and organisational scope are associated with companies that have a dominant market share. Conversely, organisations that are minor competitors tend to have lower levels of process structure complexity and organisational scope.

This study attempts to evaluate the antecedences of customer loyalty and the moderating effect of social media. Three antecedences are evaluated in this study, including service quality expectation, product innovation, and customer relationship management. It investigates their impact on the dependent variable, which is customer loyalty and also study their relationships in the presence of the mediating effect of customer satisfaction and moderating effects of social media. The present study was conducted in the hospitality sector of Pakistan, in which eight hotels and restaurants have been studied. The sample was collected from three major cities of Pakistan, namely, Multan, Faisalabad, and Lahore. This present study provides essential intuition for managers and market analysts on building strong customer relationship management through social media and to increase customer loyalty through different factors.

Word‐of‐mouth communication (WOM) is a dominant force in the marketplace for services. However, the current body of research provides little insight into the nature of WOM in the service marketplace. Reports the results of a content‐analytic study that provides insight into WOM’s content and the catalysts by which it is stimulated. The goal was to capture a series of “grounded events” from which broader patterns could be discerned. These grounded events were actual incidents of WOM as described by the recipients of a communication. Three content categories and ten catalyst categories are identified. Implications for managers are addressed.

The purpose of this paper is to review issues pertaining to estimating market potential for consumer services which may cause underestimates of market potential and result in inappropriate marketing strategies. Particular attention is paid to the issue of double counting disqualified individuals.

The process of estimating market potential for consumer services is described. Attention is paid to the role of factors that disqualify groups of individuals from inclusion in the relevant market and the problem of double counting disqualified individuals. Secondary data for enlistees in the United States Army are used to illustrate the process.

The United States Army's estimate of its market potential was approximately twice as large as previous estimates when the double‐counting of disqualified individuals was eliminated.

This is the first study appearing in the academic literature that directly addresses the issue of double‐counting disqualified individuals when estimating market potential. It is intended to raise awareness of the issue and lead to a more thorough coverage of the topic in marketing textbooks and other practitioner‐related materials.

The process of estimating market potential applies to a broad range of service industries in which the double counting of disqualified individuals is an important issue. More accurate estimates of market potential can lead to more effective marketing strategies and improved allocation of marketing resources.

A review of the literature indicates that, surprisingly, no previous studies have addressed these important issues. This article helps to fill that void.

The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses.

The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry.

The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics.

This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

This study aims to enhance knowledge on marketing strategies to increase repeat visitors. Furthermore, the authors suggest using appropriate destination information tailored to first-time visitors and repeat visitors as social capital.

This study compares the differences in satisfaction between first-time foreign tourists and those repeat visiting. The authors apply a theoretical framework based on optimal distinctiveness theory (ODT) and consumer knowledge to determine which actions maximize the satisfaction of each group. Then, the relationships among assimilation desire, differentiation desire and satisfaction are quantitatively analyzed.

The results show the difference in the relationship between assimilation and travel satisfaction for first-time visitors and repeat visitors. First-time visitors are satisfied with popular sightseeing spots with higher assimilation level, whereas repeat visitors are satisfied with moderately unpopular sightseeing spots with lower assimilation level. The results clarify that information reflecting only the popularity of destinations is significantly effective for first-time visitors, but unsuitable for repeat visitors. Therefore, it would be possible to propose to repeat visitors a combination of “moderately differentiated” destinations.

The first contribution is that on the basis of Brewer (1991), the quantitative analysis confirmed that the social identity of an individual changes from assimilation to differentiation with the accumulation of experience until the optimal point is found. The second contribution is that we combined several fields such as ODT (Brewer, 1991), familiarity (Alba and Hutchinson, 1987), trial/repeat behavior (Iyengar et al., 2015) and reference groups (Peter & Olson, 2010). The third contribution is that the authors proposed marketing strategies on the basis of the empirical analysis to increase the number of inbound tourists.