Focuses on business‐to‐business services and requirements for different types of quality in suppliers′ relationships with clients. Reviews the relevant literature in the areas of quality, relationship marketing and services. Goes on to classify quality and satisfaction in this area under...

The value concept is a basic constituent of relationship marketing. The ability to provide superior value to customers is a prerequisite when trying to establish and maintain long‐term customer relationships. Stresses the fact that the underlying construct of customer satisfaction is more than...

The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as...

This empirical study of commercial banking relationships in France demonstrates that, despite the current emphasis on new technology, contact personnel remain important for the success of professional business‐to‐business services. When account managers are changed, the business clients feel...

Purpose – This paper aims to explore how relational constructs (total interdependence, trust, commitment, cooperative norms and conflict) impact the buyer's relationship satisfaction across the relationship lifecycle. Design/methodology/approach – Data were collected through mail survey from...

Purpose – The purpose of the article is to investigate relationship quality in retail relationships as influenced by its antecedents (loyalty programme quality and personal interaction quality) and resulting in customer loyalty to the retailer. The focus is on loyalty programme members'...

Purpose – Although customer relationships transpire through a process of time, encounters and experience, few studies have examined the dynamics of service relationships. This paper aims to address this issue by examining the effect of experience on the association between relational benefits...

Purpose – This paper aims to model the effect of advertising spending on brand loyalty by examining the simultaneous effects of advertising spending, store image, perceived quality and satisfaction on brand loyalty. Design/methodology/approach – A proposed model is compared with three...