A study of 205 US commercial service providers, representing 31 two‐digit SIC codes, identified companies’ customer relationship‐building objectives and practices. Of 42 possible relationship‐building objectives, the four rated as top priorities were: encouraging customers to think of...

A 2 × 2 full factorial between subjects experimental design was used to examine how three elements of the health care experience (patients’ freedom to choose a physician; patients receiving their preferred physician; health care outcome) impacted on patient satisfaction with health care...

Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its...

Current organizational practice worldwide has responded to the demands of an increasingly competitive global market. Market or customer priorities derive from a focus on value, combining quality and cost integration according to the perception of the customer. The organizational improvement...

The concept of customer value is becoming increasingly used in strategy and marketing literature in recent years. Customer value is considered central to competitive advantage and long‐term success of business organizations. Consequently, a great importance attached to this concept. This paper...

Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach – Four models were developed that were variations of the American Customer Satisfaction...

Purpose – This exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors compare the attitudes of US and non‐US senior executives to learn how they evaluate consulting engagements....

Purpose – This study aims to examine the moderating effects of gender, income, age, customer involvement and length of the relationship on the customer satisfaction (CS)‐customer loyalty (CL) relationship in a contractual service context. CL is assessed using customer repurchase intention...

Suggests that, in many cases, where formerly excellent manufacturing companies have suffered a decline in their fortunes, they failed because they did not change with their customers; their operations were too remote. Considers how this might be avoided by applying a service quality model to...

Discusses the nature and sometimes negative consequences of the dominating marketing paradigm of today, marketing mix management, and furthermore discusses how modern research into, for example, industrial marketing and services marketing as well as customer relationship economics shows that...