Discusses the problem of poor customer service. Asserts that the introduction of new technology into the system does not necessarily improve the process. The more common situation finds that the new technology is being misused in ways that mimic the failures of no‐tech services: toll‐free...

Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the...

Describes how certain segments of business are increasingly “turning into a service economy” but “customer service” is not treated as a priority. Cites several experiences of poor customer service, ranging from airlines to restaurants. Concludes that in customer service the marketing...

Notes that even large organizations report reductions in time or budgets allocated to employee training. Points out that, as a result, customer‐contact people do not acquire a marketing perspective of satisfying different groups of customers and are often only able to serve effectively the...

Focuses on “bad” advertising commercials and asserts that such advertising is not because of a lack of creativity, entertainment value or money for production. Bad advertising is often because advertising creators fail to focus on potential end customers, and what they need to see and hear.

Looks at the use of brand names in the pharmaceutical industry in comparison with generic versions. Gives a brief history of brand name development. Concludes that brand names for pharmaceutical drugs should be banned since this is open to abuse in the area of cost enhancement.

The power of advertising is presumed and people behind most public service advertising campaigns see advertising itself as the solution. An advertising campaign that aims to serve a social goal faces many pragmatic obstacles. Advertising professionals contribute to this problem. Just because...

Focuses on the dilemma for health care professionals of providing customer satisfaction without being significantly influenced by the advertising claims of pharmaceutical manufacturers and other commercial concerns. Notes that marketing could be a tool for encouraging patients to be more...

Focuses on the importance of marketing from the customers’ point of view when the target markets are in different demographic groups from those of the advertising agencies’ staff or marketing managers. States that mass communications work must take place within a context of understanding the...

Looks at how sex has an effect on advertising, albeit that it is misused and misdirected at times. Stresses that these types of advertisements are aimed at both male and female markets, depending on the product type – though some are aimed at both sexes. Concludes that often the end does not...