Addresses two important and interrelated questions: (1) Do firms showing an identifiable set of organizational cultural values demonstrate superior strategic marketing effectiveness? (2) What effect does strategic marketing effectiveness have on business performance? The findings from 388...

Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity,...

Delivering satisfaction to customers has become the accepted strategy to success and survival in today’s competitive business environment. However, managers charged with the task of nurturing customer satisfaction are often required to allocate their limited funds across an array of...

Financial services are inherently intangible and high on experience and credence qualities. In order to promote them effectively, a service provider must first identify the dimensions used by consumers to evaluate the service quality of banks prior to becoming a customer. Based on responses from...

Purpose – To determine the factors that explain customer satisfaction in the full service restaurant industry. Design/methodology/approach – Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather...

Purpose – This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer...

Purpose – The zone‐of‐tolerance (ZOT) is an innovative concept that has attracted recent attention in the services marketing domain. The ZOT represents a range of service performance that a customer considers satisfactory, which recognizes multiple expectation standards, specifically...

Purpose – The purpose of this paper is to evaluate the implementation of the service profit chain as an entrepreneurial marketing initiative within a defined franchise system. An objective is also to evaluate these initiatives against service quality dimensions. Despite recognition of the...

Purpose – The purpose of this paper is to investigate a relatively new signal of service quality, third‐party evaluation of a service brand. Design/methodology/approach – The meaning of the third‐party signal to consumers was studied and the third‐party signal was compared with two...

Purpose – The purpose of this paper is to determine which two dimensions of music, happy/sad or liked/disliked, have significant effects on shopping intentions, thereby providing guidance for decision‐makers in service environments. Design/methodology/approach – Subjects viewed videotapes...