Table of contents
The antecedents of consumer expectations of services: an empirical study across four industries
Kenneth E. Clow, David L. Kurtz, John Ozment, Beng Soo OngDevelops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation…
3434
Service provider training programs at odds with customer requirements in five‐star hotels
Janet R. McColl‐Kennedy, Tina WhiteService providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve…
5873
Establishing ethical boundaries for service providers: a narrative approach
Victoria Bush, Sharon Harris, Alan BushThe arena of services marketing provides numerous opportunities for ethical violations. As competition intensifies, service providers strive harder to please the customer which…
1999
Implementing a relationship marketing program: a case study and managerial implications
Glenn B. Voss, Zannie Giraud VossProposes that successful implementation of a relationship marketing program requires a complement of strategies that satisfies and motivates customers through different phases of…
4867
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum