This study, which seeks to conceptualise client behaviours within the professional service relationship is located within the academic literature associated with relationship marketing. However, this study differs from the main characteristics of that literature in two ways. First, that...

How customer perceptions of the business environment influence customer behaviours is an under-researched area. We conceptualise customer behaviour as a response to perceptions of the business environment and categorise these as either functional or dysfunctional depending upon the potential...

Although bequest income accounts for 9% of overall giving in the United States many nonprofits continue to focus their solicitation efforts on the very wealthy, ignoring the bulk of the fund-raising database. In this study the authors work with three large nonprofits operating bequest societies...

This paper explores the factors that cause client defection in the graphic design industry within the context of the business relationship in which it takes place. The paper examines the literature pertaining to defection and relationship dynamics. It highlights studies that demonstrate the...

This article explores the application of Service-Dominant logic to the provision of services and the implications for the consumer experience of services. In particular this paper considers the potential for the principles of S-D logic to undermine the consumer experience of services. The...