Facing an increasing competition, service providers are forced to develop trust and commitment in order to stabilize and extend their market position. Based upon a theoretical framework, the paper discusses strategies to provide trust applying appropriate communication instruments. The paper...

In order to create tailor-made services, customers need to participate in the service production process (customer integration). The management of customer integration is neglected, although it has strong influence on the efficiency and effectiveness of the services delivery. This paper focuses...