Recent Submissions

  • Retrospective: compatibility management: customer-to-customer relationships in service environments 

    Martin, Charles L. (Emerald Group Publishing Limited, 2016)
    Purpose - This paper aims to revisit Martin and Pranter's (1989) Journal of Services Marketing article, "Compatibility Management [...]", and by doing so, heighten service scholars' and practitioners' awareness of the ...
  • Clean indoor air: public demand for smoking bans 

    Claycomb, Cindy; Headley, Dean E. (EMERALD GROUP PUBLISHING LIMITED, 2013)
    Purpose - Public smoking bans are becoming more prevalent, but not without controversy. Consumer attitudes about the effectiveness of service provider imposed smoking/nonsmoking separation have changed. Arguments against ...
  • An Innovative Leadership Effectiveness Measure: Applied Analytic Indicators of High-Consequence Industry Performance 

    Bowen, Brent D.; Bowen, Erin E.; Headley, Dean E.; Küçükönal, Hatice; Wildt, Clay T. (Elsevier, 2013-04-03)
    Leadership effectiveness in high-consequence industries has more than a bottom-line fiscal impact; it is linked to critical issues of human safety. Performance, productivity and overall quality of service have to be managed ...
  • A quarter of a century: reflections of the first 25 years of the Journal of Services Marketing 

    Purpose - This "viewpoint" article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L. Martin, who served on the journal's ...
  • Measuring service quality and its relationship to future consumer behavior 

    Headley, Dean E.; Miller, Stephen J. (Center for Management Development, John A. Walker College of Business, 1993)
    The authors adapt the SERVQUAL scale for medical care services and examine it for reliability, dimensionality, and validity in a primary care clinic setting. In addition, they explore the possibility of a link between ...
  • Identifying the health conscious consumer 

    Kraft, FB.; Goodell, PW. (Center for Management Development, John A. Walker College of Business, 1993)
    Individuals who lead a "wellness-oriented" lifestyle are concerned with nutrition, fitness, stress, and their environment. They accept responsibility for their health and are excellent customers for health-related products ...

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