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Reports research conducted in 1991 among Chief Executive Officers (CEOs) of advertising agencies, banks, airlines and large tourist companies in Melbourne in order to canvass their opinions on good management practices. The principles of a generative research strategy were adhered to and a free...
Uses exploratory factor analysis to investigate the dimensions of service which consumers of local government services use as a basis for their judgement of service quality: 30 customers of such a local government authority were surveyed. The six factors identified were cluster analysed to see...
The financial services market is currently undergoing tremendous change, due to the twin influences of developments in the field of Electronic Data Interchange (EDI) and changes in the legislation determining how banks will be allowed to operate after 1992. Describes research whose objective was...
The following study suggests that the recrational services sector represents a growing, yet currently understudied, opportunity in the area of international services marketing. For example, personal consumption expenditures in the United States have increased from $50 billion in 1985 to $246.8...
Attempts to ascertain the views of clerical staff in a major UK clearing bank on the quality of customer service within the retail branch network by a field survey together with a series of focus group discussions undertaken to address four specific issues: what did clerical staff understand by...
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