Focuses on business‐to‐business services and requirements for different types of quality in suppliers′ relationships with clients. Reviews the relevant literature in the areas of quality, relationship marketing and services. Goes on to classify quality and satisfaction in this area under...

Provides a review and ready reference to recent writings on new service development (NSD), especially for the financial services sector. Discusses the types of new service development, the purposes served by them and the processes. Refers to the key activities of NSD and measures its success. An...

A substantial body of research employs agency theory and transaction costs analysis to explain ownership decisions in distribution channels. Agency theory identifies factors that prompt firms to favor behavior‐based contracting over outcome‐based agreements. Transaction cost economics is a...

The financial services industry is one of the fastest growing service industries. The financial services industry includes financial derivatives markets such as options and futures markets. In order to ensure survival, firms providing financial services show a rapid product innovation. However,...

Explores the richness of meaning that has grown up around the service concept in the management literature. Examines the subtleties which arise when “service” is used to denote industries, outcomes and processes, and explores more specific service concepts, such as the quality of service...

In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. Focuses on the refinement of a scale for...

Internal marketing orientation is an area within the broader market orientation that remains relatively under‐researched. Utilising the internal marketing orientation (IMO) scale developed by Foreman and Money, this paper seeks to develop our understanding of the factors that may influence an...

Services is the fastest growing sector in international trade but is overlooked as a subject of study in international marketing. Some international marketing problems specifically related to services are discussed. Two categories of services – product services and service products – are...

Despite the importance of the service sectors in the world economy, research related to services only recently attracted the attention of marketers. As a result, far more research and writings have been concerned with goods than services. This would not really matter if the problems encountered...