What is the best way for service organizations to evaluate and motivate service employees so that customers are retained and new customers are attracted? What motivates service employees to deliver high quality service? Are there actions a service organization can take, e.g. way of evaluating,...

Purpose – Previous research shows that question order affects responses, but does not indicate which order is more accurate. This study aims to examine the effect of three question orders on measurements of SERVQUAL and global quality in an effort to determine which order produced the most...

Purpose – The purpose of this paper is to contend that one way to advance the social marketing discipline is by introducing students to social marketing concepts during the early stages of their marketing education. Thus, it describes an interdisciplinary group Social Marketing Plan (SMP)...

<title>ABSTRACT</title> Colleges and universities are faced with the necessity of raising tuition rates to meet the ever increasing costs of providing higher education. How those increases are marketed may influence the typical negative impact such increases have on enrollments. This study examines whether...

Purpose: Mismanagement of supply chain operations may lead to waste of products and incur substantial monetary losses. This is particularly true for products with attributes that hasten deterioration, e.g. time, temperature, humidity and barometric pressure. Attribute-sensitive products must be...

Purpose – The purpose of this paper is to use the technology acceptance model (TAM) from the information technology (IT) literature to investigate the relationships among technology use and acceptance, and perceptions of quality and satisfaction with logistics services among industrial...

During the last several decades, logistics has increasingly emerged as a source of sustainable competitive advantage. This article incorporates recent work in services marketing on customer information acquisition, with research on industrial buying behavior to help logistics service providers...

Purpose – This research integrates recent work on customer information acquisition in services marketing and economics of information research with literature on industrial buying behavior for the purpose of proposing and empirically testing a model that explores information acquisition in...