The purpose of this article is to address the effects of social exchange, in particular leadership communication, between the current leader of a family business and the prospective future leader when one is the parent and the other, a next-generation offspring. In light of previous literature...

Online price comparison agents (shopbots) allow consumers toinstantaneously receive price and other information from many onlineretailers. Online consumer clickstream data from ComScore Inc.demonstrate that consumers are increasingly using shopbots to conductsearch. This phenomenon raises such...

The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality. Principally, the paper discusses the emergence and significance...

The objective of this research was to assess the quality of service delivered by MTN to itssubscribers. The mobile telecommunications industry in South Africa is not sufficientlycompetitive and so mobile operators can afford to ignore the quality of services theyprovide to their subscribers...

As marketers and researchers we understand quality from the consumer's perspective, and throughout contemporary service quality literature there is an emphasis on what the consumer is looking for, or at least that is the intention. Through examining the underlying assumptions of dominant service...

Understanding the contribution of marketing to economic and social outcomes is fundamental to broadening the focus of marketing. The authors develop a comprehensive model that integrates the impact of service quality and service satisfaction on both economic and societal outcomes. The model is...