Summer 1990
Volume 31, Issue # 4

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Five Imperatives for Improving Service Quality

  • Research Highlight
  • Read Time: 34 min 

IT IS TIME FOR U.S. COMPANIES to raise their service aspirations significantly and for U.S. executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the “five service imperatives.”

Brand Extensions: The Good, the Bad, and the Ugly

  • Research Highlight
  • Read Time: 32 min 

A strong brand name is an invaluable asset; managers must know when to exploit it, when to protect it, and how to tell the difference between the two. Because using an established brand name substantially reduces new-product introduction risks, there is an almost irresistable pull to “extend” brand names to new products. Doing so can be enormously profitable, but it can be dangerous, too: In the worst case, an ill-conceived brand extension may seriously damage the original product and preclude the establishment of another brand with its unique associations and growth potential. This article examines both the advantages and potential pitfalls of brand extensions.