The purpose of this study is to describe and analyse the quality of a professional surgical service process, and to reveal the main elements that constitute excellence in the experience of the surgical service of a private hospital. First, a theoretical framework for the surgical service process...

Relationship marketing is beneficial to firms because it can foster customer loyalty and re‐patronage behavior. Consumers engaged in relational exchanges are more satisfied than those in discrete transactions because of the ease and psychological comfort of purchasing from a familiar company....

This study examines the role of cognitive trust and the potential for relationship dissolution when consumers perceive themselves to be in a hostage relationship with their retail banking service provider. This study reviews current literature on relationship continuance intentions, hostage...

Purpose – The purpose is to gain an understanding of how traditional service companies use the internet in their marketing communication and what effect the internet has had on their use of other marketing communication channels. Design/methodology/approach – Multiple case studies have been...

Purpose – While a vast number of studies have pointed out the keys of relationship marketing practices in consumer markets, little attention has been paid to the value the organization can get from such strategies. The literature provides relatively little support for the effectiveness of...

Purpose – This empirical investigation aims to examine the approaches to “beneficiary marketing” adopted by a sample of charities in sectors such as homelessness, eating disorders, domestic violence, addiction, etc., and the possible antecedents and consequences of particular marketing...

Purpose – To locate the underlying service logic of each of three leading texts and to examine points of variance. Design/methodology/approach – A critical review and comparative analysis of the main tenets of each text. Findings – Each text combines a service perspective and a...

Purpose – The purpose of this study is to explore how customers from different cultures develop trust with service providers to uncover underlying dimensions of trust development for customers from different cultures. Design/methodology/approach – This study utilizes semi‐structured...

Purpose – The purpose of this article is to empirically examine the influence of consumer involvement on perceived relational benefits across service types. Design/methodology/approach – Based on Bowen's service typology, responses from patrons of fast‐food restaurants and...

Purpose – The growing importance of relationship marketing has increased interest in the role of consumer trust and loyalty in establishing, developing, and maintaining successful relational exchanges. The aim of this study is first, to examine the differential effects of perceived service...