Product and Service Management
Services Marketing: New Insights from Consumers and ManagersJan 1, 1981 Eric Langeard, John E. G. Bateson, Christopher H. Lovelock, and Pierre Eiglier, 1981, 81-104
Based on a survey of service firm field managers and customers, examines willingness of customers to participate in delivery of services, field managers' understanding of their customers' needs, and organizational relationships in service businesses.
Life-Cycle Cost: A New Form of Consumer InformationJan 1, 1980 R. Bruce Hutton and William L. Wilkie, 1980, 80-116
Presents the findings of an experiment investigating the effects of supplying life cycle cost information about appliances to consumers.
The Economics of Health and Beauty Aids and General Merchandise Distribution Among Retailers and Service MerchandisersJan 1, 1980 Walter J. Salmon, Robert D. Buzzell, and Ronald Curhan, 1980, 80-110
Compares performance results by product category and by mode of distribution, based on data from 15 supermarket firms, 5 convenience store companies, and 15 service merchandisers.
Managing Customer Satisfaction in Consumer Service BusinessesJan 1, 1980 John A. Czepiel, 1980, 80-109
Characterizes the essential tasks of the managerial process in consumer service businesses; reports pilot application of this model in three large companies.
Cooperative Advertising, Its Uses and Effectiveness: Some Preliminary HypothesesJan 1, 1979 Robert F. Young, 1979, 79-112
Treats the significance of co-op advertising as both a consumer-directed and trade-oriented promotion tool.
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