Journal of Services Marketing

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Service quality by relationships in the international market
Journal of Services Marketing - Tập 13 Số 4/5 - Trang 361-375 - 1999
KentEriksson, AndersMajkgård, D.Deo Sharma
Investigates managers’ perceptions of service quality in the international market. Eight propositions are developed using the relationship approach in industrial marketing and the internationalization process model. A structural LISREL‐based model is developed on the basis of a sample of 196 firms which supply business services abroad. The results suggest that customer relationships, indus...... hiện toàn bộ
Design and implementation of a service guarantee
Journal of Services Marketing - Tập 19 Số 1 - Trang 33-38 - 2005
LouisFabien
PurposeTo propose a decision support model that can be used to design, implement and communicate effective and efficient service guarantees.Design/methodology/approachBased on in‐depth interviews by the author and on a recent lite...... hiện toàn bộ
MET LIFE'S QUEST FOR QUALITY
Journal of Services Marketing - - 1988
John J.Falzon
Metropolitan Life's President and GEO, John J. Creedon, has said, “Quality is more a journey than a destination.” This phrase is descriptive of what has been happening at Met Life in its quality improvement program.
Making promises: the power of engagement
Journal of Services Marketing - Tập 11 Số 3 - Trang 206-214 - 1997
LouisFabien
Contends that service relationship marketing is all about promises: in order to keep a promise made to potential customers, service companies must ensure delivery of their promises. Discusses the making of promises: what to promise the consumer; why every service firm should strive to fulfill its promises; and what to do if the promises cannot be kept. Presents recommendations pertaining t...... hiện toàn bộ
Services Marketing Strategies for Coping with Demand/Supply Imbalances
Journal of Services Marketing - Tập 8 Số 4 - Trang 14-24 - 1994
Donald J.Shemwell, J. JosephCronin
Because services cannot be stored, temporary imbalances between supply and demand present a difficult challenge for managers of service firms. Though marketing and management strategies for dealing with foreseen disequilibrium situations are discussed, focuses primarily on stratagems for dealing with situations where demand or supply fluctuations are not foreseen. Discusses two categories ...... hiện toàn bộ
How Behavioral Viruses Afflict Market Strategy
Journal of Services Marketing - Tập 6 Số 1 - Trang 65-75 - 1992
E.K.Valentin
Considers the view that marketing practitioners must understand how behavioural forces affect strategic decisions, in order to avoid mistakes. Argues that such knowledge is just as important as understanding customers and the marketplace. Demonstrates how dysfunctional behavioural forces can cause marketing errors, offering guidelines for preventing them.
A customer‐oriented framework for empowering service employees
Journal of Services Marketing - - 1998
MohammedRafiq, Pervaiz K.Ahmed
While a great deal has been written on the subject of empowerment of employees in the manufacturing industries, its application in the services area is relatively under‐developed. In fact, the special nature of services, and in particular the simultaneity of production and consumption is one of the major reasons for arguing that contact employees should be allowed a degree of discretion wh...... hiện toàn bộ
Application of brand equity measures in service markets
Journal of Services Marketing - - 2001
MarisaMaio Mackay
Many practitioners and researchers believe that differences exist between service and product markets, which warrant different marketing practices. The branding literature, however, remains biased towards products. This is especially true in the realm of brand equity. Brand equity, however, like many of the branding concepts, has an equally important role in the service markets. For this r...... hiện toàn bộ
THE IDENTIFICATION OF EVALUATIVE CRITERIA AND CUES USED IN SELECTING SERVICES
Journal of Services Marketing - - 1988
F.G.Crane, T.K.Clarke
There has been extensive research conducted regarding the identification of evaluative criteria and cues used in selecting products classified as goods, yet there has been little research on products classified as services. Marketing managers accept the notion that there are some controllable and uncontrollable variables in the environment that will impact on the consumer's perceptions of ...... hiện toàn bộ
Phát triển một góc nhìn tích hợp về giá trị khách hàng Dịch bởi AI
Journal of Services Marketing - Tập 27 Số 3 - Trang 234-244 - 2013
SilviaMartelo Landroguez, CarmenBarroso Castro, GabrielCepeda-Carrión
Mục đích – Mục tiêu của bài báo này là đóng góp vào tài liệu quản lý dịch vụ bằng cách xác định mối quan hệ có thể có giữa giá trị khách hàng được nhìn nhận từ quan điểm của khách hàng và từ quan điểm của công ty, cùng với ảnh hưởng tiềm năng của nó đến giá trị được tạo ra cho khách hàng dịch...... hiện toàn bộ
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