... and customer to represent the use of both terms in the marketing literature (for an explanation of consumer and customer see Fisk et al., 2023). Indeed, future systematic literature reviews would be wise to include both terms (see Riedel et al., 2022 for search terms) to avoid omitting...

...Michael Christofi; Olga Kvasova; Elias Hadjielias Despite these developments, services marketing has evolved mainly within its own “closed bubble” (Gustafsson et al., 2015), largely applying concepts and theories from other disciplines to explain how and what makes services marketing...

...Christian Grönroos This paper discusses two neglected topics within the domain of service research. Other important areas of future research are not covered. However, the paper offers directions for service marketing research fundamental to the development of the discipline. In earlier...

... the differences between our items and those of the original SERVQUAL scale. © Emerald Group Publishing Limited 2004 Internet Customer services SERVQUAL Consumer behaviour Marketing Retailing Traditional viewpoints for examining how consumers evaluate services rely heavily on the personal...

..., 1994). Regular and one‐on‐one communication such as telephone calls, correspondence, and face‐to‐face encounters reinforce future behavioral intentions that can guide customer behavior (Erickson, 1991; MacStravic, 1987). Other marketing communication tools include advertising, promotion, publicity...

..., the paper identified three quality dimensions that proved to be stable across sites’ nationality and user profiles. Several implications are drawn from these results for both Web site marketers and future academic research. Although the literature on service quality is abundant (Parasuraman et al...

...Philip J. Trocchia; Swinder Janda The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi‐structured depth interviews with 58 online...

.... In addition, we found that the investigated antecedents may aid in predicting fan identification. Our findings are discussed, managerial implications presented, and future research directions provided. © MCB UP Limited 2003 Sport Marketing Sponsorship Social market economy Consumer behaviour...

...John H. Humphreys This research examined the relationship between the behaviors associated with transformational, transactional, and laissez‐faire leadership and followers’ success in marketing financial services in a proximal sales unit environment. Although transformational leadership...

...Birgit Leisen; Bryan Lilly; Robert D. Winsor Recent research illuminates the important contribution of organizational culture and market orientation to organizational effectiveness. In an attempt to increase the conceptual and empirical body of knowledge, explores the links between organizational...

...M. Jill Austin; Melodie R. Phillips The practice of marketing credit cards on college campuses is becoming increasingly controversial. Critics have charged that credit card companies use unethical practices to encourage students to become overloaded with debt. In response, many colleges now ban...

...). The question for these companies is, “how many name variations does it take to protect the company?” © MCB UP Limited 2001 Internet Marketing Customer satisfaction Private action. Consumers can take private action by switching brands, stores, or suppliers; boycotting the product...

...Victoria Bush; Sharon Harris; Alan Bush The arena of services marketing provides numerous opportunities for ethical violations. As competition intensifies, service providers strive harder to please the customer which can increase the temptation to make ethical compromises. Presents the narrative...

...Jeffrey Strieter; Ashok K. Gupta; S.P. Raj; David Wilemon One of the most important developments in banking is the increased emphasis on marketing a wide array of financial services. This emphasis has led to the adoption of the product management system in one form or another by many large, full...

... and their credit cardholding and usage behaviors. In light of the survey findings, offers a number of marketing strategy guidelines for credit card issuers in developing countries to remain competitive as well as creating more market growth opportunities in this growing service industry. © MCB UP Limited 1995...

... of relationship marketing theory, seeks to employ findings to develop a generic conceptual basis for approaching the marketing of services to independent intermediaries. Distribution channels Financial services Marketing Relationship marketing Service industries United Kingdom The distribution...

..., and customers are arguably a neglected human resource for a service organization. With this in mind, discusses implications for service encounter and human resource management. © MCB UP Limited 1995 Consumer behaviour Interpersonal communications Marketing Retailing Service United Kingdom...

...Cynthia Webster Examines the importance of the marketing culture of a service firm by pinpointing the strength of its association with marketing effectiveness. First, collects data to validate and purify a measure of marketing effectiveness. Second, undertakes a procedure to discover the nature...

...Michael R. Bowers; Thomas L. Powers; Pamela D. Spencer Describes the job of selling health‐care services and compares it to traditional types of sales positions. Providing such a comparison may stimulate marketing managers in other service industries to conduct their own survey of salesforce...

... within the company that the new service is being developed, backed up with a strong marketing case; and there is strong and visible senior management support. Success for new service development, therefore, is enhanced by high levels of interfunctional cooperation combined with a development...