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Suggests that competitive mobility is based on strategic adaptation to meet customer needs and market trends. This type of competitive advantage is characteristic of mobile service franchises, and it also has implications for non‐franchised businesses. Reviews the growth of mobile service...
Describes market signals and market signaling, provides examples of their use in service‐oriented industries and, through a market simulation, examines their implications for profitability and competitive behavior. Marketing signals by firms within an industry are positively related to the...
Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical, yet low‐cost,...
Suggests that an important source of attorney and accounting services information is the Yellow Pages phone book. Examines the information consumers want from Yellow Pages advertisements to help them select these services. Specifically, consumers want factual information regarding the type of...
Investigates the effect of alumni ownership of university insignia goods and related alumni contribution behavior. Two distinct measures of alumni contribution behavior‐willingness to give and actual contribution behavior‐were used in this study. Willingness to give is a measure of the desire or...
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