Implementing “quality” in a services marketing context

Marketing Intelligence & Planning

Volumn 15, Issue 4, 1997, Pages 185-189

  Gilmore, Audrey ^a  

^a UNIVERSITY OF ULSTER   (United Kingdom)

Author keywords

Customer orientation; Implementation; Intangibility; Marketing; Service industries; Service quality

Indexed keywords

EID: 84986144833     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634509710185306     Document Type: Article

References (5)

1. Greenley, G. (1986, “The interface of strategic and marketing plans”, Journal of General Management, Vol. 12 No. 1, pp. 54-62.
2. Gronroos, C. (1980, “Designing a long range marketing strategy for services”, Long Range Planning, Vol. 13, pp. 36-42.
3. Leppard, J.W. and McDonald, M.H.B. (1991, “Marketing planning and corporate culture: a conceptual framework which examines management attitudes in the context of marketing planning”, Journal of Marketing Management, Vol. 7 No. 3, pp. 213-36.
4. Piercy, N. and Morgan, N. (1990, “Organizational context and behavioural problems as determinants of the effectiveness of the strategic marketing planning process”, Journal of Marketing Management, Vol. 6 No. 2, pp. 127-43.
5. Wilensky, H. (1967, Organizational Intelligence: Knowledge and Policy in Government and Industry, Basic Books, New York, NY.