Molly Inhofe Rapert

Service quality as a competitive opportunity

Quality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of quality as a sustainable competitive advantage. Based on a longitudinal study of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational performance.

Beyond the Core Triad: Just What Do Marketing Academics Do Outside of Teaching, Research, and Service?

Just as the business world is in a constant state of flux and evolution, so is the academic world in which we operate as marketing educators. Most institutions embrace the core triad of teaching, research, and service. But what do we do outside of this triad? A nationwide survey reveals that the majority of marketing educatorsengage in activitiesoutside the core such as consulting opportunities with industry, serving as expert witnesses, overload teaching, working on contract or research grants, and more. This study identifies current trendsin how faculty membersexpend their time, compensation ranges for these activities, and the perception of colleagues and administrators.

A Profile of Organizational Culture

ABSTRACT Culture has evolved into a concept which occupies a prominent role in the study of organizational life, attracting the attention of academics and practitioners alike. Given cultures recent infiltration in the general and services marketing domains, it is incumbent upon researchers to gain a better understanding of the conceptualization, operationalization, and theoretical linkages associated with culture. Accordingly, the authors profile the many definitions of organizational culture, providing suggestions for appropriate methodologies. Implications are presented for services marketing, highlighting five avenues of research that remain unexplored.