Purpose – The purpose of this paper is to test and compare different conceptual approaches for perceived value in a service context. Design/methodology/approach – Perceived value is an outcome construct that results from various benefits received and sacrifices devoted to achieve a...

Deals with the success of relationship marketing in the private banking sector. A comprehensive literature review of relationship marketing was undertaken. A study was undertaken among a sample of 118 high net worth individuals, 53 with personal bankers, and 65 without, to establish whether...

Purpose – In new business trends, gaining customers' satisfaction has a high order in the agenda of the organizations' objectives. The purpose of this paper is to investigate the customers' value in relation to customer relationship management (CRM). Design/methodology/approach – This...

Purpose This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in several established hospitality and tourism journals over the past 15-16 years. A parallel review of research on the same topics published...

Purpose – This study aims to investigate how customer satisfaction and loyalty evolve during the initial years of a business services relationship. In addition to assessing the potential for dynamic effects, models explore how relational transgressions such as very poor sales and...

Purpose – The purpose of this paper is to propose a process approach for identifying potential sources of customer value of a package in a packaging value chain and illustrate the approach through interview data. Design/methodology/approach – The proposed process approach is a synthesis of...

Purpose This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are...

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...

Purpose – The purpose of this paper is to analyse which factors impact firms' perceived performance in mobile commerce (m‐commerce). Introducing the perspective of firms, the paper advances the literature of m‐commerce adoption that mainly focuses on the consumer standpoint....

Purpose This paper aims to understand whether product descriptor cues related to artisanal qualities can help marketers to delineate their clothing product offerings to consumers by influencing consumers’ perceived product values and the effect (if any) of consumers’ fashion clothing...