Purpose – The aim of this paper is to consider business schools and to elicit whether, in seeking differentiation, rankings are more desirable than brand personality and whether silver medal winner effects exist in the perceptions of brand personalities. Design/methodology/approach –...

A survey with 1,000 of the “top” service industry firms in the UK allowed the development of a checklist and benchmark results that enable managers to assess their firms’ service reliability without the need of external customer surveys. Offers research‐based evidence for the often...

Looks at the importance of the service sector to national economies with interest for practitioners and academics. Posits that management has to determine what actions it needs to undertake to ensure it delivers service quality.

An emerging perspective on market orientation suggests that strategic insights may be gained when firms take into account their customers’ view on the organization’s level of market orientation. Recent research offers evidence on the applicability of a customer‐defined market orientation...