Importance-performance analysis as a strategic tool for service marketers: the case of service-quality perceptions of business students in New Zealand and the USA

Article Abstract:

The increasing popularity of non-technical educational institutions has posed serious threats to colleges and universities, which have witnessed their market share decrease as a result of poor service quality. College administrators must be able to introduce substantial modifications to the services they offer in order to obtain competitive edge over vocational schools. They must likewise underscore the adoption of efficient service quality measures, which would be useful in enhancing the perceived quality of students.

Research, Universities and colleges, Vocational education

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Store wars

Article Abstract:

The retailing industry is experiencing a dramatic decline in sales, as seen in the 11% drop recorded by department stores during the Christmas season of 1991. The demands of rationalization, globalization and increased competition which struck the industry at the same time, are forcing retailers to restructure operations. However, only establishments which adopt advanced technology, conduct niche marketing, lower costs and maintain excellent service are expected to survive the competition.

Retail Stores, NEC, Retail industry, Retail trade, Cover Story

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Signposts on the road to excellence

Article Abstract:

Critics blame the eroding competitiveness of US corporations on management. Much of this criticism is justified, but it also obscures the accomplishments of managers of progressive companies that have achieved marked productivity improvements. Notable traits of such firms are: committing to excellence, staying on the leading edge of technology, establishing strict financial measurements and controls, and having joint management-worker participation in improvements.

Organizational effectiveness

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