The ability to attract and retain customers through providing excellent service quality is a necessity for any business in every field. However, before a firm can expect to consistently provide high quality service, it must first know how to measure and identify areas of needed improvement....

Murray and Ozanne (1991) provided evidence of paradigmatic approaches in market and consumer research by classifying the field into Positivism, Interpretivism and Critical Theory. We discuss these approaches and celebrate their contribution. We posit, however, that paradigms are symptomatic of...

Purpose - Arguing that increasing use of information and communication technologies (ICT) is shifting market power from suppliers to consumers, the ensuing consumer empowerment is presented as an unintended consequence of marketing. Marketing implications arising from this consumer empowerment...

Hotel management is characterised by a fast pace, diversity of tasks and people, with a specific focus on service quality delivery. (Eddystone & Nebel 1991). Major contributors in the effort to provide quality service to hotel customers are the managers and supervisors of hotels. These middle...

This paper presents some significant empirical findings about the role of switching cost and alternative attractiveness in developing the long-term relationship between the client and the service-provider in personal financial planning services. Considering switching costs and alternative...

It has been generally argued that the highly collectivist nature of the Eastern cultures make them more receptive to relationship marketing (RM). However, so far, a very little research has been done on RM in developing countries. Purpose of this study was twofold: one to gain the Bangladeshi...

The objective of this paper is to enhance our understanding of international business-to-business relationships by presenting empirical evidence on the nature and relative importance of various relationship functions performed by the suppliers and the customers in trading relationships. Using...