Reports on research into measurement of consumer expectations. Examines the stability of consumer expectations and considers whether the measurement of expectations should occur before or after the service encounter. Discusses the measurement issue as a way of building competitive advantage by...

Service firms operating on low margins per transaction must generate a high volume of business to survive the competitive environment of the 1990s. Firms must raise the expectations of consumers to increase patronage, then successfully meet these expectations. Examines the antecedents to...

In recent years, professional service organizations have begun to successfully implement various sales promotion techniques, and potential customers are responding favorably to such promotions. This exploratory research examined the impact of sales promotions on consumer attitudes and...