1982 census of service industries.

[1] Geographic area statistics--[2] Industry series.

1977 census of service industries.

v. 1. Subject statistics.--v. 2. Geographic area statistics. pt. 1. U. S. summary, Alabama-Indiana. pt. 2. Iowa-North Carolina. pt. 3. North Dakota-Wyoming.pt. 4. Other service industries.

Public information in the national information infrastructure : report to the Regulatory Information Service Center, General Services Administration, and to the administrator of the Office of Information and Regulatory Affairs, Office of Management and Budget /

Mode of access: Internet.

1982 census of service industries.

"SC82-A-45."

1982 census of service industries.

"SC82-A-15."

1987 census of service industries.

"SC87-A-11."

1987 census of service industries.

"SC87-A-6."

1987 census of service industries.

"SC87-A-45."

1987 census of service industries.

"SC87-A-48."

1987 census of service industries.

"SC87-A-47."

1992 census of service industries.

Mode of access: Internet.

1982 census of service industries.

"SC82-I-1-[SC82-I-5]."

An investigation of the relationships between service quality, customer satisfaction, perceived value and behavioural intentions

Customer satisfaction and service quality are two important concepts in the marketing literature. However, there has been some confusion about the conceptualisation and measurement of these two concepts and the nature of the relationship between them. The primary objective of this research was to develop a more thorough understanding of these concepts, and a model that could help to explain the links between them and their relationships with post-purchase behaviour. A preliminary theoretical model was developed, based on an exhaustive review of the literature. Following exploratory research, the model was revised by incorporating "Perceived Value" and "Perceived Sacrifice" to help explain customer's post-purchase behaviour. A longitudinal survey was conducted in the context of the restaurant industry, and the data were analysed using structural equation modelling. The results provided evidence to support the main research hypotheses. However, the effect of "Normative Expectations" on "Encounter Quality" was insignificant, and "Perceived Value" had a direct effect on "Behavioural Intentions" despite expectations that such an effect would be mediated through "Customer Satisfaction". It was also found that "Normative Expectations" were relatively more stable than "Predictive Expectations". It is argued that the present research significantly contributes to the marketing literature, and in particular the role of perceived value in the formation of customers' post-purchase behaviour. Further research efforts in this area are warranted.

Efforts towards adaptability enhancement:how manufacturing and service industries can learn from each other

This paper discusses the recent emerging efforts for adaptability enhancement of Japanese industries to cope with a volatile demand environment. It is based on an analysis of data obtained from respondent companies. The analysis is focused on both manufacturing and manufacturing- related service industries such as construction/maintenance, software supply, manufacturing consultation and logistics industries to highlight their current situation, the sense of crisis in Japanese companies and possible future directions in relation to the two industry sectors. The principal conclusion is that for most companies consideration of a revision or modification to its cost structure is an essential requirement for survival in the global competitive environment.