Table of contents
How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions
Anna S. MattilaTrust in corporate governance is at an all time low due to well‐documented corporate scandals such as Enron, Martha Stewart and excessive CEO compensation practices, to mention…
Developing inventories for satisfaction and Likert scales in a service environment
Karin Braunsberger, Roger GatesThe purpose of this paper is to produce up‐to‐date inventories for satisfaction and Likert scales that contain commonly used scale point descriptors and their respective mean…
Information search for home, medical, and financial services by mature consumers
Suzanne Altobello Nasco, Dena HaleThe purpose of this paper is to examine the information search behaviors of mature consumers (age 55 and older) for new service purchases across several contexts.
Using the I‐MARKOR scale to identify market‐oriented individuals in the financial services sector
Francine K. Schlosser, Rod B. McNaughtonExtant studies of the market orientation of service firms rarely consider the contribution of individual employees to the realization of this orientation. Existing scales that…
An empirical investigation of relationship development in professional business services
Kalipso M. Karantinou, Margaret K. HoggRelationship development is presented as an optimal strategy across all sectors of economic activity, although relationships, and their appropriateness, vary by industry sector…
Services marketing in a cross‐cultural environment: the case of Egypt
Akmal S. Hyder, Maria Fregidou‐MalamaThe purpose of this study is to analyze how adaptation/standardization, trust and network development are achieved when marketing services in a culturally distant country through…
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