Purpose – The paper aims to develop a conceptual framework to show how service provider value propositions and customer purchase decisions represent the offer and acceptance of types of psychological contract that, if satisfied, result in particular levels of consumer commitment and related...

Purpose – Based on previous research in services, marketing, organizational behavior and psychology, this paper aims to identify four types of loyalty bonds that an individual can form with a firm as well as a select set of firm and situational variables which likely result in the formation of...

Purpose – The management of unprofitable customer relationships and particularly their abandonment is a topic that has received increasing interest among practitioners and researchers over recent years. Within this manuscript, the authors aim to analyze the impact of unprofitable customer...

Uses a company study focusing on Lexus, a Toyota dealership, to examine the importance of person‐to‐person relationships in sales. Describes various features of the service strategy used by Lexus dealers. Concludes with figures demonstrating the success of the Lexus philosophy.

Attempts to clarify the concept of affinity and to distinguish it from other marketing‐related terms. Gives guidelines for differentiating three general levels of affinity groups, suggesting respective strategic implications. Offers a taxonomy for classifying sources from which types of...

As the USA continues to progress toward a service‐based economy, the role of the service employee as a contributor to the success of the organization assumes greater prominence. Examines the pivotal role of the field engineer (FE) in a plain paper copier company. Using qualitative research...

Describes the current scenario for maternity services. Delineates an integrative approach dealing with the information cycle and applies it to the market for obstetrical services. Discusses directions for future research and provides strategic recommendations.

Explores the purchasing behaviour of independent financial advisors (IFAs) within the context of the UK financial sector. Reports on empirical work in which attitudes of such independent distributors toward identified supplier selection criteria were assessed. Set within the context of...

Points out that collaborative relationships, such as partnering between service suppliers and client firms, are often seen as a strategy for improving quality and reducing costs. Yet, successful relationship building depends on situational factors that serve to nurture and sustain the...

Contends that service relationship marketing is all about promises: in order to keep a promise made to potential customers, service companies must ensure delivery of their promises. Discusses the making of promises: what to promise the consumer; why every service firm should strive to fulfill...