Findings from a national survey in which senior marketing executives from over 700 American banks are reported and appraise the state of personal selling in their banks. They assess managerial interest in improving bank selling performance and managerial commitment to making it happen.

Many types of services involve a sequence in which customers choose a service provider followed by selection of service specifications, that is selecting when and how the service will be performed. Specifications selection can be dominated by the provider, the customer or the customer and...

Purpose – To determine the impact of service recovery on consumer evaluations of service delivery. Design/methodology/approach – An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy....

Purpose – The purpose of this conceptual paper is to show how a company can improve the interface by treating employees as customers and customers as employees. Design/methodology/approach – This article presents a conceptual model (reinforced with a review of extant literature and numerous...

Describes the job of selling health‐care services and compares it to traditional types of sales positions. Providing such a comparison may stimulate marketing managers in other service industries to conduct their own survey of salesforce characteristics and to analyze critically the findings....

Contemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the social context of the service provision. Second, while satisfaction and quality are thought to be process outcomes, the...

Examines the development of new services in service organizations, which has often been incomplete and has resulted in the needs of the marketplace remaining unsatisfied. Considers the findings of a study comparing the process of new service development in different service industries. Reports...