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Consumer relationship proneness: a reexamination and extension across service exchanges
Parish, Janet Turner; Holloway, Betsy Bugg - In: The journal of services marketing 24 (2010) 1, pp. 61-73
Persistent link: https://www.econbiz.de/10003953410
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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The contradictions of service work : call centre as customer-oriented bureaucracy
Korczynski, Marek - In: Customer service : empowerment and entrapment, (pp. 79-101). 2001
Persistent link: https://www.econbiz.de/10001628788
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Analysing the Commitment - Service Quality Relationship : A Comparative Study of Retail Banking Call Centres and Branches
Malhotra, Neeru; Mukherjee, Avinandan - 2012
Adopting an internal marketing approach, this paper attempts to provide a deeper understanding of the organisational commitment — service quality relationship in the service context. This is done by empirically testing the relationships that the three components of organisational commitment...
Persistent link: https://www.econbiz.de/10014164696
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Trust in UK financial services : a longitudinal analysis
Ennew, Christine T.; Kharouf, Husni; Sekhon, Harjit - In: Journal of financial services marketing : JFSM 16 (2011/12) 1, pp. 65-75
Persistent link: https://www.econbiz.de/10009161431
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Supplier relationship management in the construction industry : the effects of trust and dependence
Jiang, Zhizhong; Henneberg, Stephan; Naudé, Peter - In: The journal of business & industrial marketing 27 (2012) 1, pp. 3-15
Persistent link: https://www.econbiz.de/10009511277
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The impact of revenue management on hotel key account relationship development
Wang, Xuan Lorna - In: International journal of contemporary hospitality management 24 (2012) 3, pp. 358-380
Persistent link: https://www.econbiz.de/10009544822
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The dark side of CRM : advantaged and disadvantaged customers
Bang, Nguyen; Simkin, Lyndon - In: The journal of consumer marketing 30 (2013) 1, pp. 17-30
Persistent link: https://www.econbiz.de/10009722354
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The Complete English Tradesman : business relations, trust, and honesty or "let’s rethink the history of relationship marketing"
Tadajewski, Mark - In: Journal of historical research in marketing 7 (2015) 3, pp. 407-422
Persistent link: https://www.econbiz.de/10011443094
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An empirical investigation of the relative effect of trust and switching costs on service loyalty in the UK retail banking industry
El-Manstrly, Dahlia; Paton, Robert A.; Veloutsou, Cleopatra - In: Journal of financial services marketing : JFSM 16 (2011/12) 2, pp. 101-110
Persistent link: https://www.econbiz.de/10009385067