Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

A model of looking at switching barriers and customer loyalty stemming from customer relational benefits is developed. In-depth interviews with airline customers revealed that, in addition to confidence, social, and special treatment benefits originally identified in the Western cultural...

This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service...

This study focuses on a national sample of customers who used commercial bank products/services in Ghana. The results demonstrate that social and cultural influences are important determinants of marketing practices of banking institutions in Ghana. Although, societal leaders are critical of the...

Researchers have not addressed the relationship between customer perceptions of bank service quality and customers' loyalty in a sufficient and direct manner. Indirect attempts on the subject lead to contradictory conclusions. This paper examines the factors shaping bank customer perceptions of...

We analyze firms' decisions to invest in customer relationship management (CRM) initiatives such as acquisition and retention in a competitive context, a topic largely ignored in past CRM research. We characterize each customer by her intrinsic preference towards each firm, the contribution...

In recent years we see a loss of power of individual brands, despite the money and the effort invested in them. The power is now in the hands of retailers. The final challenge of an individual band is the battle it has to win in the store. One way of winning the retail battle is to grow, to...

This empirical study will show how bonus programs, particularly loyalty programs and loyalty cards, have an impact on the purchasing behavior of consumers in the german food retail trade. The study was carried out by students of the Bachelor degree program in Business Administration from the...

Purpose – Much empirical evidence is in conflict with the expectations of the service-profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and...