Journal of Services Marketing

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Văn hóa hòa nhập, vi văn hóa và ngân hàng: Phân tích người tiêu dùng người Mỹ gốc Tây Ban Nha ở Mỹ Dịch bởi AI
Journal of Services Marketing - Tập 22 Số 6 - Trang 423-433 - 2008
VanessaGail Perry
Mục đích – Mục đích của bài báo này là để chỉ ra rằng việc có tài khoản ngân hàng là một yếu tố quan trọng góp phần vào việc tham gia vào dòng tài chính chính thống ở Hoa Kỳ. Tuy nhiên, khoảng 24% hộ gia đình người gốc Tây Ban Nha ở Hoa Kỳ không có tài khoản ngân hàng. Nghiên cứu này nhằm xem xét liệu việc sử dụng ngân hàng của người tiêu dùng người gốc Tây Ban Nha có thể được giải thích bằng văn ... hiện toàn bộ
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, industry rela... hiện toàn bộ
Implementing a relationship marketing program: a case study and managerial implications
Journal of Services Marketing - Tập 11 Số 4 - Trang 278-298 - 1997
Glenn B.Voss, ZannieGiraud Voss
Proposes that successful implementation of a relationship marketing program requires a complement of strategies that satisfies and motivates customers through different phases of relationship development. To accomplish this, firms simultaneously implement transactional marketing strategies and relational marketing strategies. Offers a case study of a non‐profit professional theater to demonstrate ... hiện toàn bộ
How to Invent Service
Journal of Services Marketing - Tập 6 Số 1 - Trang 37-39 - 1992
ChipBell
Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing w... 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 literature review, the author has looked at different issues regarding service guarantees developed by services companies over the last five years.FindingsThe decision suppor... hiện toàn bộ
WHO IS YOUR SATISFIED CUSTOMER?
Journal of Services Marketing - - 1988
NessimHanna, John S.Wagle
What causes consumer satisfaction or dissatisfaction with a product? Two psychological theories are provided as an explanation of the amount of perceived satisfaction. By categorizing consumers on the basis of their “activation level,” the marketer can affect the amount of resulting satisfaction. Doing this may require adjusting pricing, promotional, and distribution policies to suit the categorie... hiện toàn bộ
Services Marketing: People, Technology, Strategy (5th ed.)
Journal of Services Marketing - Tập 18 Số 5 - Trang 413-414 - 2004
BoEdvardsson
Psychographic and lifestyle antecedents of service quality expectations: a segmentation approach
Journal of Services Marketing - - 1993
Anne MarieThompson, Peter F.Kaminski
Reports in a segmentation study conducted to determine whether consumer‐based variables such as activities, interests and opinions could be used to segment markets based on service quality expectations. Identifies those consumer‐based variables found to be significantly related to service quality dimensions and discusses their managerial significance to the healthcare market.
Services marketing: taking up the sustainable development challenge
Journal of Services Marketing - Tập 17 Số 4 - Trang 341-356 - 2003
Frankvan der Zwan, TracyBhamra
There is a window of opportunity within the area of design for sustainability for services marketing academics and practitioners to offer their knowledge and experience to manufacturing companies and academics. Over the last decade there has been a growing interest in services within the field of sustainable development. Services are viewed as a dematerialized alternative to existing products, wit... 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.
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