Misplaced marketing Training book for the new store clerk: “Go and be charming!”

Journal of Consumer Marketing

Volumn 19, Issue 3, 2002, Pages 185-187

  Jack Rotfeld, Herbert ^a  

^a AUBURN UNIVERSITY   (United States)

Author keywords

Customer service; Marketing; Race

Indexed keywords

EID: 3242732427     PISSN: 07363761     EISSN: None     Source Type: Journal    
DOI: 10.1108/07363760210433096     Document Type: Article

References (6)

1. Ainscough, T.L. and Motley, C.M. (2000), “Will you help me, please? The effects of race, gender and manner of dress in retail service”, Marketing Letters, Vol. 11 No. 2, pp. 129-36.
2. Cameron, D. (2001), “The tyranny of nicespeak”, The New Statesman, November 5.
3. Henderson, G.R. (2000), unpublished comments and presentation, Marketing and Public Policy Conference, Washington, DC, June 1-3.
4. Rotfeld, J.J. (2001), Adventures in Misplaced Marketing, Quorum Books, Westport, CT.
5. Seiders, K. and Berry, L.L. (1998), “Service fairness: what it is and why it matters”, Academy of Management Executive, Vol. 12, May, pp. 8-20.
6. Williams, J.A., Grier, S.A. and Crocket, D. (2000), “Experience matters: consumers’ perceptions of discriminatory shopping experiences”, unpublished paper presented at Marketing and Public Policy conference, Washington, DC, June 1-3.