| The Journal of Services Marketing 1996 |
| Title | Subject | Authors |
|---|
| A decision model for marketing research relationship choices. | Business | Boughton, Paul D., Nowak, Linda, Washburn, Judith |
| A model of financial securities salespersons' job stress. | Business | Blodgett, Jeffrey G., Barnes, James H., Montgomery, Daniel Cameron |
| An experiment in changing corporate image in the financial services industry in the UK. | Business | Boyle, Emily |
| Benchmarking measures of customer satisfaction, quality and performance for new financial service products. | Business | Edgett, Scott, Snow, Kim |
| Building expert systems from the selling scripts of multiple experts. | Business | Leigh, Thomas W., DeCarlo, Thomas E., Ainscough, Thomas L. |
| Classifying services from a consumer perspective. | Business | Donoho, Casey L., Stell, Roxanne |
| Competitive benchmarking of Korean luxury hotels using the analytic hierarchy process and competitive gap analysis. | Business | Min, Hokey, Min, Hyesung |
| Demographic discriminators of service quality in the banking industry. | Business | Stafford, Marla Royne |
| Dental services marketing: do market segments based on usage rate differ in terms of determinant attributes? | Business | Rao, C.P., Janda, Swinder, Wang, Zhengyuan |
| Determining advertising budgets for service enterprises. | Business | Gable, Myron, Dickinson, Roger, Fairhurst, Ann |
| Dimensions of uniform perceptions among service providers. | Business | Johnson, Lester W., Daniel, Kerry, Miller, Kenneth E. |
| Does the rhetoric of customer service match the reality?(Strategies for Service Quality)(Interview) | Business | |
| Effects of music in service environments: a field study. | Business | Herrington, J. Duncan, Capella, Louis M. |
| Growing relationship marketing's role within Renault UK.(Strategies for Service Quality) | Business | |
| How powerful is empowerment?(Editorial) | Business | Martin, Charles L. |
| Improving the application of quality conformance tools service firms. | Business | Markland, Robert E., Jensen, John B. |
| Investing in people; a perspective from Northern Ireland tourism.(Strategies for Service Quality) | Business | |
| Jonathan Dandy interviews Terry Wells, director of customer service, J. Sainsbury plc.(Strategies for Service Quality)(Interview) | Business | Dandy, Jonathan |
| Management competences for services marketing. | Business | Gilmore, Audrey, Carson, David |
| Marital influence in the decision-making process for services. | Business | Garland, Barbara C., Stafforrd, Marla Royne, Ganesh, Gopala K. |
| New developments in customer service training.(Strategies for Service Quality) | Business | |
| Promoting TQM through national quality awards - the Austrian experience.(Strategies for Service Quality) | Business | |
| Quality is bringing back a key service element - ownership.(Strategies for Service Quality)(Interview) | Business | |
| Service as strategy at KHS Maschinen- und Anlagenbau. (interview with KHS Maschinen- und Anlagenbau AG Chairman Thomas Koch)(Strategies for Service Quality)(Interview) | Business | |
| Service excellence: lessons from the banking industry.(Strategies for Service Quality) | Business | |
| SERVQUAL revisited: a critical review of service quality. | Business | Swan, John E., Asubonteng, Patrick, McCleary, Karl J. |
| Strategies for service quality.(Strategies for Service Quality)(Editorial) | Business | Fojt, Martin |
| Texas Instruments Europe - winner of the European Quality Award 1995.(Strategies for Service Quality) | Business | |
| The effect of perceived quality and name familiarity on the service selection decision. | Business | Arora, Raj, Stoner, Charles |
| The effect of the servicescape on customers' behavioral intentions in leisure service settings. | Business | Blodgett, Jeffrey G., Wakefield, Kirk L. |
| The importance of service quality determinants in advertising a professional service: an exploratory study. | Business | Clow, Kenneth E., Tripp, Carolyn, Kenny, James T. |
| The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation. | Business | Powpaka, Samart |
| Using organizational survey results to improve organizational performance.(Strategies for Service Quality) | Business | |
| Wawa takes on the customer challenge. (Wawa Food Markets)(Strategies for Service Quality) | Business | |
| What services marketers need to know about the mobility-disabled consumer. | Business | Burnett, John J. |
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