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Marketbusters : 40 strategic moves that drive exceptional business growth

McGrath, Rita Gunther; MacMillan, Ian C. - 2005

Persistent link: https://www.econbiz.de/10004816187

Passionate and profitable : why customer strategies fail and ten steps to do them right

Arussy, Lior - 2005

Persistent link: https://www.econbiz.de/10004825017

Managing to serve : learning from catering & allied

Heavens, Sally; Child, John; Verstringhe, Marc - 2002

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Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry

Durvasula, Srinivas; Lysonski, Steven; Mehta, Subhash; … - 2004

relationship with customers' willingness to recommend to others was relatively weak. This finding has important marketing …

Persistent link: https://www.econbiz.de/10009484485

Finding the Sweet Spot: A Two Industry Study Using the Zone of Tolerance to Identify Determinant Service Quality Attributes

Durvasula, Srinivas; Lobo, Antonio; Lysonski, Steven; … - 2006

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

Persistent link: https://www.econbiz.de/10009484549