Managing service quality for competitive advantage in small engineering firms

International Journal of Entrepreneurial Behaviour & Research

Volumn 5, Issue 2, 1999, Pages 35-47

  Mcgowan, Pauric ^a  

^a QUEEN'S UNIVERSITY BELFAST   (United Kingdom)

Author keywords

Competitive advantage; Decision making; Marketing; Service quality; Small firms

Indexed keywords

EID: 84986083405     PISSN: 13552554     EISSN: None     Source Type: Journal    
DOI: 10.1108/13552559910274480     Document Type: Article

References (38)

1. Berry, L.L., Conant, J.S. and Parasuraman, A. (1991), “A framework for conducting a services marketing audit”, Journal of the Academy of Marketing Science, Vol. 19 No. 3, pp. 255-68.
2. Berry, L.L., Parasuraman, A. and Zeithaml, V.A. (1988), “The service-quality puzzle”, Business Horizons, September/October, pp. 35-43.
3. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1990), “Five imperatives for improving service quality”, Sloan Management Review, Vol. 31 No. 4, pp. 29-38.
4. Bygrave, C.W. and Hofer, W.D. (1992), “Researching entrepreneurship”, Entrepreneurship Theory and Practice, Spring, pp. 91-9.
5. Carson, D. (1985), “The evolution of marketing in small firms”, European Journal of Marketing, Vol. 19 No. 5, pp. 7-16.
6. Carson, D. (1990), “Some exploratory models for assessing small firms’ marketing performance: a qualitative approach”, European Journal of Marketing, Vol. 24 No. 11, pp. 1-51.
7. Carson, D. and Gilmore, A. (1989 / 90), “Customer care: the neglected domain”, Irish Marketing Review, Vol. 4 No. 3, pp. 49-61.
8. Christopher, M. (1986), “Reaching the customer: strategies for marketing and customer service”, Journal of Marketing Management, Vol. 2 No. 1, pp. 63-71.
9. Clutterbuck, D. (1988), “Developing customer care training programmes”, Industrial and Commercial Training, November/December, p. 11.
10. Davis, C.D., Hills, G.E. and LaForge, R.W. (1985), “The marketing/small enterprise paradox: a research agenda”, International Small Business Journal, Vol. 3 No. 3, pp. 31-42.
11. Devlin, S.J. and Dong, H.K. (1994), “Service quality from the customers’ perspectives”, Marketing Research: A Magazine of Management and Applications, Vol. 6 No. 1, pp. 4-13.
12. Gronroos, C. (1990), Service Management and Marketing: Managing the Moments for Truth, Lexington Books, Lexington, MA.
13. Gummesson, E. (1991), Qualitative Methods in Management Research, Sage, Newbury Park, CA.
14. Headley, D.E. and Miller, S.J. (1993), “Measuring service quality and its relationship to future consumer behaviour”, Journal of Health Care Marketing, Vol. 13 No. 4, pp. 32-41.
15. Jackson, B. (1985), “Build customer relations that last”, Harvard Business Review, November/December, pp. 120-8.
16. Jones, J. (1991), “In search of excellent customer service”, Bank Management, Vol. 67 No. 2, pp. 40-1.
17. Keiser, T.C. and Smith, D.A. (1994), “Customer-driven strategies: moving from talk to action”, Managing Service Quality, Vol. 4 No. 2, pp. 5-9.
18. Kuhn, R.L. (1982), Mid-sized Firms; Success Strategy and Methodology, Praeger, New York, NY.
19. Lewis, B.R. (1993), “Service quality measurement”, Marketing Intelligence and Planning, Vol. 11 No. 4, pp. 4-12.
20. Lewis, B.R. and Mitchell, V.W. (1990), “Defining and measuring the quality of customer service”, Marketing Intelligence and Planning, Vol. 8 No. 6, pp. 11-17.
21. McGowan, P. and Rocks, S. (1995), “Enterpreneurial marketing networking and small firm innovation: some empirical findings”, in Hills, G., Muzyka, D., Omura, G. and Knight, G. (Eds), Research at the Marketing/Entrepreneurship Interface, The University of Illinois at Chicago, Chicago, IL.
22. Mangold, W.G. and Babakus, E. (1991), “Service quality: the front-stage vs the back-stage perspective”, Journal of Services Marketing, Vol. 5 No. 4, pp. 59-70.
23. Meister, J. (1990), “Services marketing: rewards reap results”, Marketing News, Vol. 24 No. 13, pp. 11-12.
24. Muzyka, D.F. and Hills, G.E. (1993), in Hills, G.E., LaForge, R.W. and Muzyka, D.F. (Eds), Introduction to Research at the Marketing/Entrepreneurship Interface, University of Illinois at Chicago, Chicago, IL, pp. vii-xv.
25. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41-50.
26. Reeves, C. and Hoy, F. (1993), “Employee perceptions of management commitment and customer evaluations of quality service in independent firms”, Journal of Small Business Management, Vol. 31 No. 4, pp. 52-9.
27. Sandberg, W.R. (1986), New Venture Performance: The Role of Strategy and Industry Structure, Lexington Books, Lexington, MA.
28. Smith, A. (1990), “Quality aspects of services marketing”, Marketing Intelligence and Planning, Vol. 8 No. 6, pp. 25-32.
29. Stewart, A. (1991), “A prospectus on the anthology of entrepreneurship”, Entrepreneurship: Theory and Practice, Vol. 16 No. 2, pp. 71-91.
30. Story, D.J. (1994), Understanding the Small Business Sector, Routledge, London.
31. Teal, T. (1991), “Service comes first: an interview with USAA's Robert F. McDermott”, Harvard Business Review, Vol. 69 No. 5, pp. 116-27.
32. Teas, R.K. (1994), “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”, Journal of Marketing, Vol. 58 No. 1, pp. 132-9.
33. Wasmer, D.J. and Bruner II, G.C. (1991), “Using organisational culture to design internal marketing strategies”, Journal of Services Marketing, Vol. 5 No. 1, pp. 35-46.
34. Watson, D. (1992), “The meaning of service in business”, Business Horizons, January/February, pp. 55-60.
35. Wong, C.L. and Tjosvold, D. (1995), “Goal interdependence and quality in marketing services”, Psychology and Marketing, Vol. 12 No. 3, pp. 189-205.
36. Young, C., Cunningham, L. and Moonkyu, L. (1994), “Assessing service quality as an effective management tool: the case of the airline industry”, Journal of Marketing Theory and Practice, Vol. 2 No. 2, pp. 76-96.
37. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1988), “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, April, pp. 35-48.
38. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service, The Free Press, New York, NY.