Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior Nancy StephensKevin P. Gwinner OriginalPaper Pages: 172 - 189
Interactions between marketing and quality at the SBU level: Influences and outcomes Neil A. MorganNigel F. Piercy OriginalPaper Pages: 190 - 208
Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context Robert F. HurleyHooman Estelami OriginalPaper Pages: 209 - 221
Marketing implementation: The implications of marketing paradigm weakness for the strategy execution process Nigel F. Piercy Marketing in the 21st Century Pages: 222 - 236
Implementation strategies in the market-driven strategy era David W. Cravens Marketing in the 21st Century Pages: 237 - 241
Implementation requires a relationship marketing paradigm Evert Gummesson Marketing in the 21st Century Pages: 242 - 249
