The insurance industry has placed increased emphasis on service quality and customer satisfaction as companies seek to compete with generally undifferentiated products. This attention to customer service dictates that insurers understand exactly what elements individuals use to assess their...

There are many anecdotal accounts about industrial buyers’ perceptions of sellers, but little research exists empirically to determine these perceptions. This research generates a profile of industrial buyer perceptions of salespeople developed from a perceptual inventory gathered from a...

The evidence for the reciprocal effects of a brand extension on its parent brand is unclear. An experiment was conducted to investigate the impact of an extension's quality, its fit with the parent brand, and parent brand dominance, on parent brand evaluation. The paper finds that extension...