Should a firm with a reputation for outstanding service quality offer a service guarantee?

Article Abstract:

A study looking at the effects of service guarantees for companies with outstanding and good service records. Companies with outstanding service were helped marginally by the guarantee while companies with good service benefited much more from the guarantee.

Statistical Data Included, Industry Overview

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Advances in the internal marketing concept: definition, synthesis and extension

Article Abstract:

This article addresses the topic of internal marketing, outlining it's origin, current uses, and possible future uses for such concepts.

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Marketing services to ethnic consumers in culturally diverse markets: issues and implications

Article Abstract:

Information surrounding marketing procedures for ethnic consumers in ethnically diverse countries.

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