SERVICES MARKETING-MANAGEMENT COMPETENCES - A FERRY COMPANY EXAMPLE

Although much has been written about management competencies, the lite rature is sparse in its consideration of specific competencies for ser vices marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decis ion making for services management. A case description of a consumer s ervices company is used to develop the argument. The case description focuses on the progression of the management decision makers' competen cies over a three-year period. The importance of continually developin g the competencies of the key decision makers in an organisation is em phasised, particularly in relation to the changing nature of manageria l roles and responsibilities.