A. Gilmore, SERVICES MARKETING-MANAGEMENT COMPETENCES - A FERRY COMPANY EXAMPLE, International journal of service industry management, 9(1), 1998, pp. 74
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.