... and Slater, 1989), rather than service industry firms, or service-intensive firms, whose total product offering also involves a high service-related component. This allowed managers to freely discuss perceptions of overseas trade support in a broad sense, including the link between micro and macro-level...

... Limited 2013 Service industries Knowledge transfer Knowledge management Consumer behaviour Case studies The idea that knowledge is the most valuable asset retained by an organisation and is a basis for value creation and sustainable competitive advantage has been a commonly held view...

... a springboard for the further development of services marketing in the next millennium. The list provides guidelines for marketing managers and ideas for further research. Services marketing Marketing research Marketing environment Service industries The world’s economy has undergone a tremendous...

... of abstraction, ranging from simple attributes to complex personal values. What constitutes “a value” ‐ even in a single product category ‐ appears to be highly personal and idiosyncratic (Zeithaml, 1988). Differential advantage Hospitality industry Market segmentation Service industries...

... consistent service quality. © MCB UP Limited 1997 Customer orientation Implementation Intangibility Marketing Service industries Service quality Marketing plans, however good, often fail to be realized. This may be a particular problem in service situations because of the difficulties...

... Internal marketing Quality management Service industries 4 MARKETING INTELLIGENCE & PLANNING 8,6 C hallenges the traditional understanding of the relationship between staff performance and the performance of the organisation as a totality. Coming to Grips with Service Intangibles Using Quality...

... relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved. © MCB UP Limited 1990 Customer satisfaction Organizational performance Service industries Service quality DEFINING...

... differently from the marketing of products is considered. Marketing Service industries Tourism United Kingdom Note: This paper was first published in European Journal of Marketing, Volume 20 Number 7, 1986. MARKETING ORIENTATION IN THE SERVICE OF INCOMING T3O5URIS D oes the marketing off...