An empirical examination of factual information content among service advertisements

Article Abstract:

An empirical investigation is conducted to find out how far services advertisers go when promoting certain facts in their advertising activities. The use of factual information cues are said to be greater in services advertisements than in goods advertisements. A total of 17,202 newspaper and 9,841 television advertisements of services and goods were studied to determine the use of such cues. Results support the initial hypothesis that services advertising entails more use of various factual information cue types.

Advertising, Advertising and Related Services, Service Industries, Research, Advertising services, Services industry

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Assessing the theatrical components of the service encounter: a cluster analysis examination

Article Abstract:

An analysis of the theatrical components of service delivery on customer satisfaction reveals that customers put different levels of importance to setting, other customers, overall service performance and employees. Results also show that there are three different customer cluster types namely attentives, spectators and critics with the audience having a greater impact on dissatisfaction than on satisfaction.

Customer Relations, Social aspects, Models, Analysis, Customer service, Customer satisfaction

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Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context

Article Abstract:

The theatrical aspects of frontstage service workers are demonstrated. The Konstatin Stanislavsky's method of actor training provides numerous directives on how credibility and proficiency can be accomplished. Realization of the tenets of the Stanislavsky method of actor training can result in 'five star' service performance.

Personnel administration, Job training and related services, Job & Vocational Services, Vocational Rehabilitation Services, Methods, Training, Occupational training, Services industry workers, Service industries workers

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