Strategic pricing differentiation in services: a re-examination

Article Abstract:

Businesses make use of price discrimination techniques for a variety of reasons other than profit maximization or consumer demand. Reasons cited include social service motives, such as lowered prices for children or senior citizens, new business objectives, such as discounts for new customers, and human resources management goals, such as the offering of discounted prices for employees. It must be noted, however, that the technique of price differentiation will not always work, and businesses must understand that customers may be more willing to accept such changes if followed by increased service standards or other benefits.

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Attribute performance and customer satisfaction over time: evidence from two field studies

Article Abstract:

Customer satisfaction with attribute performance varies over time. Firms need to research these factors on a regular basis to understand consumer behavior.

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The quality of bi-directional service quality in dyadic service encounters

Article Abstract:

A new method to evaluate service quality is introduced and tested. More research will be needed to validate the quality of this new method.

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