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      "abstract": "<jats:p>Although much has been written about management competencies, the literature is sparse in its consideration of specific competencies for services marketing decision making. This article considers the pertinent literature surrounding management competencies in the context of decision making for services management. A case description of a consumer services company is used to develop the argument. The case description focuses on the progression of the management decision makers\u2019 competencies over a three\u2010year period. The importance of continually developing the competencies of the key decision makers in an organisation is emphasised, particularly in relation to the changing nature of managerial roles and responsibilities.</jats:p>",
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          "URL": "https://www.emerald.com/insight/site-policies"
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      "container-title": [
        "International Journal of Service Industry Management"
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        "timestamp": 1648744624986
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        "General Business, Management and Accounting"
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          "unstructured": "Argyris, C. and Schon, D. (1978, Organisational Learning: A Theory of Action Perspective, Addison\u2010Wesley, Reading, MA."
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          "unstructured": "Boam, R. and Sparrow, P. (1992, Designing and Achieving Competency, McGraw\u2010Hill, London."
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          "unstructured": "Boyatzis, R.E. (1982, The Competent Manager. A Model for Effective Performance, John Wiley & Sons, New York, NY."
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          "key": "key2022020720484834400_b4",
          "unstructured": "Buchanon, D. and Boddy, D. (1992, The Expertise of the Change Agent. Public Performance and Backstage Activity, Prentice\u2010Hall, New York, NY."
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          "unstructured": "Fiol, M. and Lyles, M. (1985, \u201cOrganisational learning\u201d, Academy of Management Review, Vol. 10 No. 4, pp. 803\u201013.",
          "DOI": "10.5465/amr.1985.4279103"
        },
        {
          "key": "key2022020720484834400_b6",
          "unstructured": "Gronhaug, K. and Nordhaug, O. (1993, \u201cCompetence, strategy and market success\u201d, Conference Proceedings, American Marketing Association, Winter, pp. 111\u201017."
        },
        {
          "key": "key2022020720484834400_b7",
          "unstructured": "Jackson, T. (1991, Measuring Management Performance. A Developmental Approach for Trainers and Consultants, Kogan Page, London."
        },
        {
          "key": "key2022020720484834400_b8",
          "unstructured": "Kolb, D.A. (1984, Experiential Learning. Experience as the Source of Learning and Development, Prentice\u2010Hall, Englewood Cliffs, NJ."
        },
        {
          "key": "key2022020720484834400_b9",
          "unstructured": "Peters, T. and Quinn, R. (1988, Beyond Rational Management: Mastering the Paradoxes and Competing Demands of High Performance, Jossey\u2010Bass, New York, NY."
        },
        {
          "key": "key2022020720484834400_b10",
          "unstructured": "Woodruffe, C. (1992, \u201cWhat is meant by a competency?\u201d, in Boam, R. and Sparrow, P. (Eds), Designing and Achieving Competency, McGraw\u2010Hill, London."
        },
        {
          "key": "key2022020720484834400_b11",
          "unstructured": "Wrapp, H.E. (1967, \u201cGood managers don\u2019t make policy decisions\u201d, Harvard Business Review, Vol. 45 No. 5, September/October, pp. 26\u201031."
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          "key": "key2022020720484834400_b12",
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          "unstructured": "Yau, W.S.L. and Sculli, D. (1990, \u201cManagerial traits and skills\u201d, Journal of Management Development, Vol. 9 No. 6, pp. 32\u201040.",
          "DOI": "10.1108/02621719010139486"
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        {
          "key": "key2022020720484834400_b13",
          "unstructured": "Zaleznik, A. (1992, reprinted from 1977, \u201cManagers and leaders: are they different?\u201d, Harvard Business Review, Vol. 70 No. 2, March/April, pp. 126\u201035."
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      ],
      "title": [
        "Services marketing management competencies: a ferry company example"
      ],
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