Showing papers by "Leyland Pitt published in 1994"
TL;DR: In this article, a recent study of expectations management practices in British service firms and a checklist for service firms to use in the evaluation of their expectation management practices is presented, with a link to overall customer satisfaction and market share.
Abstract: There has been much emphasis in recent years, both in the service quality and customer satisfactoin literature, on the need to understand customer expectations. Less attention has been given to the management of expectations. This paper reports on a recent study of expectations management practices in British service firms and offers a checklist for service firms to use in the evaluation of their expectations management practices. It also links expectations management practices to overall customer satisfaction and market share.
101 citations
TL;DR: This article argued that without relationships there is no need for strategy, and that relationships are fundamental to marketing, and pointed out that the lack of relationships is a major obstacle in the development of strategy.
Abstract: Marketing and strategy, while once diverse activities and entities, are moving ever closer together—in this paper it is speculated that they may someday become one. This is in response to changing business environments, and to the emergence of new organizational forms. However, a more fundamental force may be the simple recognition that without relationships there is no need for strategy, and that relationships are fundamental to marketing.
13 citations
TL;DR: This study uses data obtained from an experimental research design, in an attempt to compare the facial presentation of multivariate service quality data, and offers a more concise and holistic interpretation of the service quality picture.
Abstract: This paper presents an attempt to demonstrate the use of faces as a statistical data presentation technique in the portrayal of service quality data. The statistician Chernoff originally introduced a technique for the representation of multivariate data by means of the human face. It is helpful in that widely divergent facial features are shown, each of which can be associated with a different variable. This study uses data obtained from an experimental research design, in an attempt to compare the facial presentation of multivariate service quality data. The data set was gathered across two groupings of customers which in turn was subdivided into users and non users of the service which served as input for the preparation of the Chernoff faces. The results offer a more concise and holistic interpretation of the service quality picture. It is almost certain that any individual would be able to identify the most pleasing face relative to the others.
9 citations
Proceedings Article•
01 Jan 1994
TL;DR: Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting auid information management consulting firm, and indicated that service quality improved.
Abstract: Using SERVQUAL, IS service quality was measured twice, at a one year interval, in a large accounting auid information management consulting firm. After the first measurement, IS management used the , results to initiate several actions to improve service quality. The second measurement indicated that service quality improved. The managerial actions that preceded the increase in service quality are reported and discussed.
8 citations
TL;DR: In this article, the role of marketing in the firm is re-examined within the context of changing organization-customer relationships, and it is argued that marketing departments as they are today will largely disappear, and that marketing and strategy will become one.
6 citations
TL;DR: The authors assesses whether or not the ways in which academics approach marketing strategy reflect managerial practice, both in the US and South Africa, and assesses the extent to which they engage in strategic planning and their use of a number of strategic planning tools and frameworks.
5 citations
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TL;DR: The authors investigated the relationship between the perceived quality of discussion within a group and the group's performance on a marketing decision-making game and found no relationship between perceived quality and the performance of the group.
Abstract: Considers the relationship between the perceived quality of discussion within a group and that group′s performance on a marketing decision‐making game Reviews the relevant literature and discusses an instrument for the measuring of perceived quality of discussion within a decision‐making group Evaluates the structural ramifications of the instrument with relevance to a study of 95 MBA students playing a marketing decision‐making game in groups It was found that, with one exception, the instrument maintained its underlying structure as a measure of perceived quality of discussion within a group With regard to the faculty of the behavioural variables within the instrument to predict overall unidimensional perceived quality of discussion within a decision‐making group, it was found that, while significant prediction was still maintained, fewer behavioural variables were significant in the regression model No relationship was found between the perceived quality of discussion in a decision‐making group an
1 citations