Table of contents
Compatibility Management: Customer‐to‐Customer Relationships in Service Environments
Charles L. Martin, Charles A. PranterDescribes how customers potentially influence the satisfaction anddissatisfaction of other customers in many service environments.Explains why service marketers and operations…
Cross‐cultural Perspectives on the Dynamics of Prestige
Richard T. GarfeinExamines the issue of prestige, noting that it is a difficult issueto research. Explains that an understanding of the characteristics anddynamics of prestige is useful for…
Service Pricing: a Differentiation Premium Approach
Danny R. Arnold, K. Douglas Hoffman, James McCormickStates that current pricing strategies used in the serviceindustries are often too simplistic and ineffective in the face ofcomplex environmental conditions. Introduces the…
Conducting Customer Service Audits
Eberhard ScheuingArgues that customer service operations require independent,preferably annual, reviews which can becarried out via a customerservice audit. Explains that such an audit can serve…
Efficiency in Service Delivery: Technological or Humanistic Approaches?
Scott W. KelleyExplains that efficient service delivery can often present aproblem for marketers due to the nature of the services. Summarizes thetwo general methods already suggested for…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002547. When citing the…
Services Marketing: the Arabian Gulf Experience
M. Sami KassemAims to fill the gap in understanding about services marketing inthe East. Uses an eclectic methodology in surveying services marketingin the Arabian Gulf, offering some East‐West…
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