Purpose – This paper aims to integrate the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers' satisfaction and behavioral intentions. Design/methodology/approach – Data were...

Purpose – To provide a theoretic framework of the development of customer capital and an empirical verification using Taiwanese multilevel firms. Design/methodology/approach – The authors used survey research to collect data from members of four Taiwanese multilevel companies. They explored...

Despite the important role of salespeople in forming relationships with customers, little research has been carried out in this area. Based upon a series of interviews and a large‐scale survey of salespeople in the New Zealand wine industry this paper argues that the role of salespeople is...

Wine tourism has gained increased coverage in the last 4–5 years. Recognised as an effective aid to distribution and brand building, both industry and academia have developed research and strategies for increasing the effectiveness of how wineries manage wine tourism. This paper synthesises...

Faced with the prospect of over supply, wine exporters are increasingly focused on establishing new markets, particularly in Asia. Recent papers have suggested that relationship‐marketing approaches may be the most successful for establishing wine sales in these markets. Despite many models,...

This paper explores the use of interactive marketing by UK on‐line wine providers to discover the extent to which strategic or tactical use is made of the web‐based presence. The four principles of relationship marketing were used as an evaluative framework against which on‐line wine...

The purpose of this paper is to examine whether or not transaction marketing is being employed together with various types of relationship marketing. A classification scheme of contemporary marketing practices (Coviello, Brodie and Munro, 1997) is reviewed, and the need to enrich earlier...

The article gives an introduction to the wine market in China and outlines its development. It goes on to identify the key issues which need to be addressed in order to enter the market successfully. These revolve, tactically, around effective mangement of the 4 P's, with distribution and...

Purpose – The paper aims to develop a theory‐based model of relationship commitment in an online travel domain. The model seeks to explain in detail the antecedents and outcomes of commitment. Design/methodology/approach – An extensive review of relationship marketing and commitment...

Purpose – In the context of relationship marketing, it is highly important for providers to identify the main buyer relational benefits influencing satisfaction and loyalty so that a continuous and satisfactory business relationship is guaranteed. Since it has been reported that information...