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Familiarity breeds contempt : perceived service and sales complacency in business-to-business relationships

Friend, Scott B.; Johnson, Jeff S. - In: The journal of personal selling & sales management : JPSSM 37 (2017) 1, pp. 42-60

Persistent link: https://www.econbiz.de/10011690133

Online relationship formation

Kozlenkova, Irina V.; Palmatier, Robert W.; Fang, Eric; … - In: Journal of marketing 81 (2017) 3, pp. 21-40

Persistent link: https://www.econbiz.de/10011697750

When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors

Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336

Persistent link: https://www.econbiz.de/10011665447

Factors affecting relationship marketing in creating customer loyalty in the hospital services business

Afifi, Iqbal; Amini, Ahdia - In: ASEAN marketing journal : Association of Southeast … 10 (2018) 2, pp. 91-108

Persistent link: https://www.econbiz.de/10012106926

Examining customer-created guilt in a service context

Pounders, Kathrynn R.; Moulard, Julie Guidry; Babin, … - In: Psychology & marketing 35 (2018) 11, pp. 830-844

Persistent link: https://www.econbiz.de/10011970112

Word of mouth communication : a mediator of relationship marketing and customer loyalty

Ngoma, Muhammed; Ntale, Peter Dithan - In: Cogent business & management 6 (2019), pp. 1-20

A cross-sectional and quantitative study design, with the aim of explaining the relationship between relationship marketing and customer loyalty, and the mediating role of word of mouth in this relationship was undertaken. A sample of 384 was determined from a population of the mobile...

Persistent link: https://www.econbiz.de/10012113791

The moderating role of technology anxiety on brand service quality, brand image and their relation to brand loyalty

Syahida Abd Aziz; Muhammad Shahar Jusoh; Amlus, … - In: International journal of internet marketing and … 12 (2018) 3, pp. 270-289

Persistent link: https://www.econbiz.de/10011918364

Relationship intention and service quality as combined competitive strategy

Mostert, Pierre; Luttig, Thelma - In: International journal of management & enterprise … 17 (2018) 1, pp. 76-92

Persistent link: https://www.econbiz.de/10011879629

Understanding the role of gratitude in building quality relationships

Jin, Naehyun Paul; Line, Nathaniel D.; Yoon, Donghwan - In: Journal of hospitality marketing & management 27 (2018) 4, pp. 465-485

Persistent link: https://www.econbiz.de/10011880442

Examining relational benefits and costs in an online non-transactional context

Tsimonis, Georgios; Dimitriadis, Sergios; Koritos, Christos - In: International journal of internet marketing and … 12 (2018) 2, pp. 122-137

Persistent link: https://www.econbiz.de/10011859036