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Journal of Customer Service in Marketing & Management
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Volume 3, Issue 2

Journal of Relationship Marketing

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Journal of Relationship Marketing, Volume 3, Issue 2 (1997)

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Journal of Customer Service in Marketing & Management, Volume 3, Issue 2 (1997)

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Miscellany

Preface and Introduction

William J. Winston Editor

Pages: 1-2

Published online: 15 Oct 2008

CitationforPreface and Introduction | PDF (55.9 KB)

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Original Articles

Article

Professional Service Quality

The Practice or the Professional?

Jack Dart

Pages: 7-21

Published online: 15 Oct 2008

AbstractforProfessional Service Quality | References | PDF (472.8 KB)

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Article

Implementing QFD for Improving Quality in Education

An Example

Jaideep Motwani, Ashok Kumar & Zubair Mohamed

Pages: 23-33

Published online: 15 Oct 2008

AbstractforImplementing QFD for Improving Quality in Education | References | PDF (369.1 KB)

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Article

A Markov Analysis of Customer Retention and Recruitment

Janis L. Miller, Larry Fredendall & J. Wayne Patterson

Pages: 35-53

Published online: 15 Oct 2008

AbstractforA Markov Analysis of Customer Retention and Recruitment | References | PDF (579.1 KB)

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Article

Empowering People in Modern Organizations for Improved Customer Service

Hong Lee & Robert Boissoneau

Pages: 55-69

Published online: 15 Oct 2008

First Page PreviewforEmpowering People in Modern Organizations for Improved Customer Service | References | PDF (514.3 KB)

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Article

What's Wrong with Service Providers?

A Customer-Service Perspective

Dennis J. Cahill

Pages: 71-79

Published online: 15 Oct 2008

First Page PreviewforWhat's Wrong with Service Providers? | References | PDF (324.4 KB)

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Article

Client Perceptions of the Customer Orientation of Advertising Agencies

Subhra Chakrabarty, Scott Markham, Robert Widing II & Gene Brown

Pages: 81-93

Published online: 15 Oct 2008

AbstractforClient Perceptions of the Customer Orientation of Advertising Agencies | References | PDF (398.6 KB)

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