Abstract Competition in higher education in many different countries mandates the need for assessments of customer perceived service quality for differentiation purposes. This study identified key determinants that influence students perception of quality in business education in New Zealand. Strategic implications for universities and suggestions for future research are provided.
{"title":"Strategic Implications for Marketing Business Education in New Zealand","authors":"M. Joseph","doi":"10.1300/J127V03N04_04","DOIUrl":"https://doi.org/10.1300/J127V03N04_04","url":null,"abstract":"Abstract Competition in higher education in many different countries mandates the need for assessments of customer perceived service quality for differentiation purposes. This study identified key determinants that influence students perception of quality in business education in New Zealand. Strategic implications for universities and suggestions for future research are provided.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"102 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129994015","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Finding Out What Customers Think: An Examination of Customer Response Cards","authors":"R. Gaedeke, D. Tootelian","doi":"10.1300/J127V03N03_05","DOIUrl":"https://doi.org/10.1300/J127V03N03_05","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123927994","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"The Use of Scheduling and Inflight Customer Service Quality as Competitive Marketing Tools in the Asian Airline Industry","authors":"C. L. Comm","doi":"10.1300/J127V03N03_08","DOIUrl":"https://doi.org/10.1300/J127V03N03_08","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133944459","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Customer satisfaction, the cornerstone of the marketing concept, has been the subject of considerable research. Since 1970 over 15,000 academic and trade articles have been written on the subject. ...
{"title":"Customer Satisfaction: The Sales Manager's Role in Reducing the Communication Gap","authors":"H. A. Harmon","doi":"10.1300/J127V03N03_04","DOIUrl":"https://doi.org/10.1300/J127V03N03_04","url":null,"abstract":"Customer satisfaction, the cornerstone of the marketing concept, has been the subject of considerable research. Since 1970 over 15,000 academic and trade articles have been written on the subject. ...","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133613587","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Developing Effective Teams in Marketing Organizations for Service and Quality Enhancement","authors":"Stephen J. Tvorik, R. Boissoneau","doi":"10.1300/J127V03N03_03","DOIUrl":"https://doi.org/10.1300/J127V03N03_03","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124950250","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Service Quality: An Examination of Demographic Differences","authors":"Alain Genestre, P. Herbig","doi":"10.1300/J127V03N03_06","DOIUrl":"https://doi.org/10.1300/J127V03N03_06","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"542 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124267456","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This paper examines the criteria used by organizational buyers in their choice of suppliers of shipping services for ocean freight transport so widely used in international trade. The study was conducted in Singapore which is known for its heavy reliance on international trade as well as for its high ranking container port facilities. Based on a survey of shipping managers in a cross section of business organizations in Singapore, the study identifies important factors in the choice of a shipping line selected on their heaviest used export route for their outgoing goods. It also provides buyers' evaluation of the preferred carrier on the same attributes to examine the performance gaps in the services offered by the line. The findings thus provide a bench mark for the shipping industry and points toward areas of emphasis in the service strategies of the shipping lines.
{"title":"Important dimensions in ocean freight services","authors":"S. Mehta, A. Lobo, S. Mehta","doi":"10.1300/J127V03N03_07","DOIUrl":"https://doi.org/10.1300/J127V03N03_07","url":null,"abstract":"Abstract This paper examines the criteria used by organizational buyers in their choice of suppliers of shipping services for ocean freight transport so widely used in international trade. The study was conducted in Singapore which is known for its heavy reliance on international trade as well as for its high ranking container port facilities. Based on a survey of shipping managers in a cross section of business organizations in Singapore, the study identifies important factors in the choice of a shipping line selected on their heaviest used export route for their outgoing goods. It also provides buyers' evaluation of the preferred carrier on the same attributes to examine the performance gaps in the services offered by the line. The findings thus provide a bench mark for the shipping industry and points toward areas of emphasis in the service strategies of the shipping lines.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127973244","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"An Optimization Methodology for Selecting Suppliers in Purchasing Management for Improved Customer Service","authors":"S. Cokelez","doi":"10.1300/J127V03N03_02","DOIUrl":"https://doi.org/10.1300/J127V03N03_02","url":null,"abstract":"","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130020533","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Subhra Chakrabarty, Scott Markham, R. Widing, Gene Brown
Abstract A national random sample of advertisers evaluated the customer orientation of their advertising agencies. The respondents also rated the importance of various agency attributes for agency selection, as well as their level of satisfaction with the performance of their current advertising agencies. Client perceptions of the customer orientation of advertising agencies was found to be significantly related to clients' satisfaction with agency performance. The importance of customer oriented selling behaviors by advertising agencies are discussed.
{"title":"Client Perceptions of the Customer Orientation of Advertising Agencies","authors":"Subhra Chakrabarty, Scott Markham, R. Widing, Gene Brown","doi":"10.1300/J127V03N02_07","DOIUrl":"https://doi.org/10.1300/J127V03N02_07","url":null,"abstract":"Abstract A national random sample of advertisers evaluated the customer orientation of their advertising agencies. The respondents also rated the importance of various agency attributes for agency selection, as well as their level of satisfaction with the performance of their current advertising agencies. Client perceptions of the customer orientation of advertising agencies was found to be significantly related to clients' satisfaction with agency performance. The importance of customer oriented selling behaviors by advertising agencies are discussed.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"87 3","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120980725","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This paper develops a Markov analysis of customer retention and recruitment for the service industry. It establishes the trade-off between retaining present customers and recruiting new customers and demonstrates that retention is essential in achieving high market share. Retention and recruitment cost functions are developed which allow managers to evaluate the effectiveness of service improvement programs and marketing campaigns and to predict returns for each type of investment. The model then determines the retention and recruitment investment levels that will maximize market share. The model is applied to data from a service organization to examine retention and recruitment in an actual service organization.
{"title":"A Markov Analysis of Customer Retention and Recruitment","authors":"Janis L. Miller, L. Fredendall, J. Patterson","doi":"10.1300/J127V03N02_04","DOIUrl":"https://doi.org/10.1300/J127V03N02_04","url":null,"abstract":"Abstract This paper develops a Markov analysis of customer retention and recruitment for the service industry. It establishes the trade-off between retaining present customers and recruiting new customers and demonstrates that retention is essential in achieving high market share. Retention and recruitment cost functions are developed which allow managers to evaluate the effectiveness of service improvement programs and marketing campaigns and to predict returns for each type of investment. The model then determines the retention and recruitment investment levels that will maximize market share. The model is applied to data from a service organization to examine retention and recruitment in an actual service organization.","PeriodicalId":109742,"journal":{"name":"Journal of Customer Service in Marketing and Management","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1997-03-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126712111","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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