EXCELLENCE-MARKET ORIENTATION LINK - SOME CONSEQUENCES FOR SERVICE FIRMS

The possible interrelationships among four constructs-excellence, mark et orientation, management of expectations, and service reliability-ar e considered. Proposals concerning the interrelationships among these constructs are made, and a model of their relationship to business per formance specified. The model is tested with data from a sample of lar ger U.K. service firms, and the relationships are analyzed using LISRE L. The research implications for academics, and the ramifications for practitioners are discussed. The results highlight the role that manag ement of expectations plays in moderating the relationship between exc ellence and business performance. (C) 1998 Elsevier Science Inc.