Table of contents
Focusing on customer problems to improve service quality
D. Randall Brandt, Kevin L. ReffettProposes that service quality can be improved by focusing on customer problems. Describes aproblem‐centred research program used to establish the types and pervasiveness of…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002726. When citing the…
Developing more effective price communications in services marketing
Jerry B. GotliebClaims that effective price communication for services requires understanding variables thatmediate the effects of price and the cognitive systems consumers use to process price…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002555. When citing the…
Frequent flyer programs: a failure in competitive strategy, with lessons for management
Terrence J. KearneyDiscusses frequent flyer programs, promotional programs aimed at increasing brand loyalty amongthe important business travel market segment. Shows how what seemed like a good…
SELECTION CRITERIA FOR PROFESSIONAL SERVICE PROVIDERS
C. Jeanne Hill, S.J. Garner, Michael E. HannaThis study examines the importance of nineteen selection criteria consumers might use in their choice of a professional service provider. Factor analysis reduced the variables to…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum