A general framework for explaining internal vs. external exchange

Article Abstract:

There is an often overlooked substitute for exchange in the marketplace. Organizational units in the form of households and businesses can create, consume and/or use goods and services internally and thus avoid markets. This article offers a unified discussion of why organizations engage in internal as well as external exchange activity, with the objective of encouraging marketing theorists to integrate internal exchange into the discipline. By addressing internal exchange activity, scholars should be able to construct more comprehensive theories of macromarketing, competitive strategy, and perhaps even a general theory of marketing. (Reprinted by permission of the publsiher.)

Research, Models, Analysis, Exchange, Consumption (Economics), Distribution channels

Consumer and provider expectations and experiences in evaluating professional service quality

Article Abstract:

Providers of professional services have recently awakened to consumer challenges, competition, and the realities of marketing. Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality. By evaluating both professionals' and consumers' perspectives, differences in perceptions can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction, while positive consistencies in these assessments aid in building on-going relationships. (Reprinted by permission of the publisher.)

Consumer behavior, Professional workers, Professional employees

Technology infusion in service encounters

Article Abstract:

Issues discussed concern the use of technology in service encounters between businesses and consumers, focusing on the impact of technology to traditional customer service. Topics addressed include technology's ability to customize services, delight customers, and remedy a service difficulty.

United States, Statistical Data Included, Methods, Management, Technology, Customer service, Services industry, Service industries