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Journal of Customer Service in Marketing & Management
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Volume 3, Issue 4

Journal of Relationship Marketing

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Journal of Relationship Marketing, Volume 3, Issue 4 (1997)

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Journal of Customer Service in Marketing & Management, Volume 3, Issue 4 (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 (57.3 KB)

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Original Articles

Article

An Exploratory Analysis of the Impact of Salesperson Customer-Orientation on Sales Force Productivity

Charles E. Pettijohn, Linda S. Pettijohn & R. Stephen Parker

Pages: 5-24

Published online: 15 Oct 2008

AbstractforAn Exploratory Analysis of the Impact of Salesperson Customer-Orientation on Sales Force Productivity | References | PDF (631.5 KB)

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Article

Total Quality Management

Is It the Marketing Concept Revisited?

Satya P. Chattopadhyay

Pages: 25-37

Published online: 15 Oct 2008

AbstractforTotal Quality Management | References | PDF (409.7 KB)

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Article

Strategic Implications for Marketing Business Education in New Zealand

Mathew Joseph

Pages: 39-60

Published online: 15 Oct 2008

AbstractforStrategic Implications for Marketing Business Education in New Zealand | References | PDF (561.1 KB)

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Article

The HASSLE Scale

Measuring Consumer Satisfaction/Dissatisfaction with the Complaint Resolution Process

Michael D. Richard & Dee Dee Hicks

Pages: 61-73

Published online: 15 Oct 2008

AbstractforThe HASSLE Scale | References | PDF (375.2 KB)

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Article

Is Gap Analysis a Useful Aid for Measuring Service Quality in Industrial Product Sales Organizations?

A. H. Kizilbash, Nessim Y. Hanna & John S. Wagle

Pages: 75-80

Published online: 15 Oct 2008

First Page PreviewforIs Gap Analysis a Useful Aid for Measuring Service Quality in Industrial Product Sales Organizations? | References | PDF (183.6 KB)

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Article

The Impact of the Americans with Disabilities Act (ADA) on Customer Relationships

Guidelines for Salespersons

Cathy Owens Swift, Jane P. Wayland & Robert Wayland

Pages: 81-87

Published online: 15 Oct 2008

AbstractforThe Impact of the Americans with Disabilities Act (ADA) on Customer Relationships | References | PDF (210 KB)

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Journal of Relationship Marketing (Vol.3, Iss.4, 1997)

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