Are there excellent service firms, and do they perform well?

Article Abstract:

The interest in management excellence has been influenced by the book written by Peters and Waterman, 'In Search for Excellence' and has been met with wide acceptance among businessmen. However, the academic circle has been skeptical about this work because the construct of business excellence did not meet the intensive requirements of reliability and validity of critical researchers. Most of the excellent firms considered proved to be ordinary performers. EXCEL is an instrument which examined the Peters and Waterman construct and has also been applied to British firms.

Management, Evaluation, Business enterprises, Criticism and interpretation, Services industry, Service industries, In Search of Excellence (Book)

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Expectations of service quality as an industrial market segmentation variable

Article Abstract:

Service quality expectations in a high technology product industry can vary across different customer levels. The SERVQUAL model has been studied and applied to the mainframe software industry to evaluate quality standards. Although the model draws strength from its statistical value, perceptions-based assessment has been regarded as a better predictor of customer expectations for segmented markets.

Standards, Customer service, Market segmentation, Business-to-business market, Business to business market

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Has industrial advertising become consumerized? A longitudinal perspective from the USA

Article Abstract:

Research and professional opinion has asserted that the gap between industrial and consumer print advertisements is closing. However, an assessment of ads since 1955 does not support this alleged narrowing of differences. Industrial ads are still more likely to discuss product-use benefits, to be more product-oriented and less people-oriented, and to include more copy.

Business-to-business advertising, Business to business advertising

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