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Services marketing management competencies: a ferry company example

Services marketing management competencies: a ferry company example Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision making for services management. A case description of a consumer services company is used to develop the argument. The case description focuses on the progression of the management decision makers’ competencies over a three‐year period. The importance of continually developing the competencies of the key decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Services marketing management competencies: a ferry company example

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Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239810199969
Publisher site
See Article on Publisher Site

Abstract

Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision making for services management. A case description of a consumer services company is used to develop the argument. The case description focuses on the progression of the management decision makers’ competencies over a three‐year period. The importance of continually developing the competencies of the key decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 1998

Keywords: Competences; Customer service; Decision making; Management standards; Organizational change; Services marketing

References