For many service organizations, employees are the “providers of values” to customers. Yet prescriptions for the productivity challenges of the service sector usually focus on automation and other technologies. Based on the case example of Virginia Blood Services, a health services...

Examines the factors that influence consumer dispositions toward hospital advertising. Both perceptual and demographic variables were included in the analysis. The results suggest that when hospital advertisements are perceived as helpful and not adding to patients′ costs, consumers are likely...

Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. Also takes into account consumer demographic characteristics. Utilizes SERVQUAL scale and methodology developed by Parasuraman et al ., (1991)....

Suggests that competitive mobility is based on strategic adaptation to meet customer needs and market trends. This type of competitive advantage is characteristic of mobile service franchises, and it also has implications for non‐franchised businesses. Reviews the growth of mobile service...

Suggests that an important source of attorney and accounting services information is the Yellow Pages phone book. Examines the information consumers want from Yellow Pages advertisements to help them select these services. Specifically, consumers want factual information regarding the type of...

Investigates the effect of alumni ownership of university insignia goods and related alumni contribution behavior. Two distinct measures of alumni contribution behavior‐willingness to give and actual contribution behavior‐were used in this study. Willingness to give is a measure of the...

Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers...

Describes the current scenario for maternity services. Delineates an integrative approach dealing with the information cycle and applies it to the market for obstetrical services. Discusses directions for future research and provides strategic recommendations.

A growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers in foreign markets evaluate their services. Reports the findings of a study that examined and compared the...