Issues

How do Customers Express Dissatisfaction and What can Service Marketers do About it?

Claire P. Bolfing
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A Proposed Model for New Service Development

Eberhard E. Scheuing; Eugene M. Johnson
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Can Consumers be Segmented on the Basis of their Service Quality Expectations?

Cynthia Webster
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Managing Word of Mouth Communications

K. Michael Haywood
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Positioning Services for Competitive Advantage: the Case of Duds ‘n Suds

John W. Schouten; James H. McAlexander
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