Purpose – The purpose of this paper is to investigate marketing practices in professional service firms (PSFs). PSFs' marketing practices are not well understood, despite their increasing importance to economies worldwide and recognition of their unique characteristics and the marketing...

Numerous studies have made it clear that many businesses, both in Australia and overseas, have not yet adopted a marketing plan as a basic operational tool. A mail study was conducted to survey the use of marketing plans in different types of Australian companies. Analysis of the survey results...

Reports a study of the salesforce compensation practices in manufacturing companies which is the first of its kind undertaken in Australia. Australian companies rely heavily on salary as the main form of salesforce compensation, unlike in the USA where the majority of salespeople are rewarded...

The objective of this study was to investigate the effect of involvement on consumers’ external search activities across several service settings. Two of the services were credence services (life insurance and furnace overhaul) and two services were experiential services (exercise club and...

Information technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several forms of Internet use on perceived performance for two groups of service organisations – retail service firms and...