Three Thoughts on Services

Iacobucci, Dawn
November 2006
Marketing Science;Nov/Dec2006, Vol. 25 Issue 6, p581
Academic Journal
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.


Related Articles

  • EL PAPEL DE LA EXPERIENCIA PREVIA Y LA JUSTICIA INTERPERSONAL EN EL SISTEMA DE RECUPERACIÓN DEL SERVICIO TRAS UN FALLO. Aguilar Rojas, Oscar Ney; Fandos Herrera, Carmina // Revista Española de Investigación de Marketing ESIC; 

    Achieving 100% of the details referred in all the services provided to satisfy all consumers always is impossible. This dissatisfaction may be due to the occurrence of an error in the delivery of the service or the quality of this service is not ideal according to customer expectations. The aim...

  • Service--Password for Success.  // Journal of Sport Management;Jan1990, Vol. 4 Issue 1, p94 

    The article analyzes member's awareness regarding the quality of services provided by any club. It states that members are also becoming less tolerant of bad service. Realistically, there's no way clubs that don't deliver service can survive, because their will always be someone else down the...

  • Importance of Organizational Citizenship Behaviors in Enhancing Customer Service Indicators: A Review. Kumar, Y. L. N. // IUP Journal of Management Research;Jan2014, Vol. 13 Issue 1, p17 

    This review presents the possible relationship between Organizational Citizenship Behaviors (OCBs) in enhancing customer indicators. Though ample research has been conducted on OCBs in the recent past, the relationship between OCBs and customer service indicators has probably not been studied in...

  • It's Time To Stress Stress. Celuch, Kevin G.; Showers, Linda S. // Advances in Consumer Research;1991, Vol. 18 Issue 1, p284 

    This paper is in line with recent calls to broaden the research agenda in the consumer behavior discipline (Belk 1987; Holbrook 1987). As such, it highlights a topic which has been practically ignored by consumer researchers - the relationship of stress to purchase/consumption. Further, the...

  • A Focus on Customers. Johnson, Craig R.; Schultz, Don E. // Marketing Management;Sep/Oct2004, Vol. 13 Issue 5, p20 

    This article deals with the creation of the position of a chief customer officer (CCO) by business organizations to boost customer value. The first to appoint a CCO was from the utility sector in 1995--United Illuminating Co. Reflecting the company's long emphasis on customer service, the CCO...

  • Predictability and Personalization in the Service Encounter. Surprenant, Carol F.; Solomon, Michael R. // Journal of Marketing;Apr87, Vol. 51 Issue 2, p86 

    Service marketers are confronted with two conflicting goals when designing service delivery systems, efficiency and personalization. The relative importance of each factor is determined by the nature of the specific service to be rendered, and by participants' expectations about degree of...

  • Modeling Opportunities in Service Recovery and Customer-Managed Interactions. Parasuraman, A. // Marketing Science;Nov/Dec2006, Vol. 25 Issue 6, p590 

    The author offers commentary on an article about service marketing by Roland T. Rust and Tuck Siong Chung that was published in "Marketing Science." The author reflects primarily on a topic that has had minimal exposure to business modeling efforts, namely strategies relating to customer...

  • The Role of Qualitative Research in Making What the Customer Wants to Buy. Fennell, Geraldine // Advances in Consumer Research;1991, Vol. 18 Issue 1, p271 

    Qualitative research has become an active topic in publications within and outside the field of marketing. Recent work overlooks its special role in implementing top management's charge to marketers to proactively tailor the firm's output to customer wants. Reasons for such an oversight are...

  • Qualitative Research in Advertising: When To Do What. Flynn, J. H. // Advances in Consumer Research;1991, Vol. 18 Issue 1, p280 

    The article focuses on qualitative research in advertising. Its primary purpose is to develop in-depth understanding and insight on how consumers think and feel. For the advertising sector, this form of research allows the creative personnel an opportunity to know their target market. The...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics