Editorial

Article Abstract:

The editor suggests the following 3 methods to test employees for service orientation: organizational alignment, asking the employees questions, and a training session where a customer's complaint is addressed or replied to by said employees. A study of the interaction between customers and employees in service businesses will enable management to determine the degree of the employees' service orientation.

Eating places, Food Services and Drinking Places, Editorial, Standards, Testing, Restaurant industry, Restaurants, McDonald's Corp., Employee performance appraisals, MCD, Performance appraisals

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Editorial

Article Abstract:

The principles enunciated in Len Berry's (1980) classic article in marketing "Service Marketing is Different" still holds true after 20 years. Services remain intangible, heterogenous, perishable, simultaneously produced and consumed. The nature of competition and the service business' relationship with the customer are still considered important.

Marketing procedures, Marketing, Customer relations, Authorship, Technical, Berry, Len

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Blending services and crises: a few questions and observations

Article Abstract:

The need for service industries to adopt crisis management methods is examined.

Services information, Crisis Management (PR), Service Industries, Methods, Analysis, Services, Crisis management

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