... of the most popular communication mechanisms on the internet. In 2006, for example, a new internet blog was created every second and there were 60 times more blogs in 2006 than in 2003 (Ko et al., 2008). As a consequence, consumers are increasingly considering online opinions when making...

...W. Glynn Mangold; Fred Miller; Gary R. Brockway Word‐of‐mouth communication (WOM) is a dominant force in the marketplace for services. However, the current body of research provides little insight into the nature of WOM in the service marketplace. Reports the results of a content‐analytic study...

... overlooked dimension of employee‐job interactions, as a significant determinant of job tension. Discusses the managerial implications resulting from these relationships. © MCB UP Limited 1994 Communications Customer service Customer satisfaction Employee attitudes Job satisfaction Retail...

...Carolyn R. Fryar Describes the differences between the marketing of services and that of products. States that thesedifferences can affect marketing and also communications, in relation to the perception of quality,positioning and competitive difference. Offers examples of how such differences can...

... with difficulties in employee/customer communication. Suggests ways of improving customer contact and of measuring employee attitude towards customers. Argues that a multidimensional model of service quality must measure individual employee attitudes and make sure that customers′ views are heard. © MCB UP Limited...

..., including interpersonal communications among a variety of stakeholder groups. Highlights the case of the hospitality industry, but makes suggestions of use to all service businesses. © MCB UP Limited 1989 Communications Hospitality industry Information Interpersonal communications Service...