Table of contents
Promotion and advertising agency utilization: a nation‐wide study of hospital providers
Beth Hogan, Sharon L. Oswald, Tony L. Henthorne, William SchaningerA nation‐wide survey of hospital providers was conducted in an effort to determine the type and level of promotion and advertising agency utilization. The study indicated that a…
Management behavior and barriers to market orientation in retailing companies
Lloyd C. Harris, Nigel F. PiercyMarketing writing has long argued the value to services companies of developing “market orientation”. However, the existence of organizational barriers to the development of…
Testing the SERVQUAL scale in the business‐to‐business sector: The case of ocean freight shipping service
Srinivas Durvasula, Steven Lysonski, Subhash C. MehtaA key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric…
The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services
Neeru Sharma, Paul G. PattersonMost previous research in the domain of relationship marketing has focused on the antecedents of loyalty and commitment in industrial markets, distribution channels or consumer…
Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA
John B. Ford, Mathew Joseph, Beatriz JosephIntense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An…
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