TITLE

Three Thoughts on Services

AUTHOR(S)
Iacobucci, Dawn
PUB. DATE
November 2006
SOURCE
Marketing Science;Nov/Dec2006, Vol. 25 Issue 6, p581
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The author offers commentary on an article about service marketing by Roland T. Rust and Tuck Siong Chung that was published in "Marketing Science." She pinpoints her three main concerns, namely the maturity of the services marketing industry, the effects of technology on the industry, and the effects of marketing on the quality level of customer service. She suggests that low inspiration levels, sustained performance, and actualization in an individualistic society have collectively contributed to poor customer service.
ACCESSION #
23934009

 

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