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...

The perspective of marketing has changed from regarding marketing as a series of independent transactions to a dynamic process of establishing, maintaining and enhancing relationships. In an emerging theory of relationship marketing, both trust and satisfaction are core concepts in understanding...

Purpose – Understanding and delivering total customer experience (TCE) in order to sustain lasting customer loyalty (LCL) is increasingly important given the pressures of commoditization, globalization and market saturation in developed countries. The purpose of this paper is to review the...

Purpose – This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and...

Business markets are complex. Sellers have to deal with customised demand, both passive and active markets, multi‐person interactions and interconnected relationships. Reports the case study of HDoX, a producer of hydrogen peroxide, an industrial chemical that has wide applications from the...

Customer retention, we are told, leads to higher profitability, but how many companies have developed strategies to retain their valued customers? Adaptation and bonding are two potentially useful approaches that manufacturers of industrial products can apply to help keep their best long‐term...

Customer satisfaction is an important issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often the end goal, as evidenced by the emphasis on customer satisfaction surveys. This paper proposes that this focus is due...

Purpose – The purpose of the study is to investigate loyalty building and the creation of affectionate bonds in the consumer‐firm dyad. Design/methodology/approach – The study relies on face‐to‐face personal interviews in the context of grocery store retailing. Findings – The results...

Purpose – The purpose of this study is to examine the interrelationships among consumer relationship proneness (CRP), three perceived loyalty program attributes (i.e. perceived complexity, advantage, and risk), and resistance to change with participants in apparel retailer's loyalty programs....

Purpose – The purpose of this study is to examine the concept of customer value and its role in building switching costs perceptions. The current research develops scales and empirically validates a typology of customer value for business services. Design/methodolgy/approach – Through an...