As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment is lacking, the relationship will soon come to an end. Affective commitment, that is commitment based on attraction between partners, is...

Investigates managers’ perceptions of service quality in the international market. Eight propositions are developed using the relationship approach in industrial marketing and the internationalization process model. A structural LISREL‐based model is developed on the basis of a sample of 196...

Purpose – The objective of this study is to analyse relationship quality in a business‐to‐business context. Given that the relationship between market orientation and customer‐perceived service quality is well known in the area of higher education, this paper draws on its antecedents to...

Purpose – Training in interpersonal communication helps in enhancing customer service experience. The Functional Fluency model of transactional analysis provides training inputs by which employees can monitor their response with the customers and thereby improve this customer experience. The...

Develops a model of the service delivery process in the business‐to‐business context which extends the well‐known Gaps Model and accounts for major differences between the provider/consumer model and business‐to‐business relationships. Describes ongoing efforts to measure service...

A growing recognition of the critical differences between industrial and consumer services requires additional research emphasis on marketing of services in business‐to‐business context. Presents an application of SERVQUAL as a measure of service quality in Ocean Freight Services. Based on a...

Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in...

An often overlooked aspect of service delivery in business‐to‐business settings is the issue of service quality among internal organizational units. Yet, in practice many organizational departments are service providers primarily to customers within the organization. For example, management...

Focuses on large corporates’ expectations of service delivery from their bank(s). Identifies some of the constituent elements of quality operational service, and assesses their significance in the large corporate segment. First, the literature on marketing of financial services in...