Purpose – In the highly competitive hotel industry, it is essential to encourage patterns of continuous repurchase and to retain customers. This may be achieved through the quality of the relationship established with them. The aim of the paper is to test a model of the antecedents and...

The purpose of this article is to draw the reader’s attention to service productivity and its connection to service quality and eventually to profits. In service operations the customer plays an active role in influencing productivity and quality. Furthermore, contemporary companies are...

Purpose – This article aims to look at the evolution of service management and marketing through three paradigms, the latest prescribing a new logic of service, to comment on a previously published article (Gummesson, 1998) on productivity, quality and relationship marketing in service...

Purpose The paper aims to examine the nexus between perceived relational benefits and brand engagement within a restaurant setting in a developing economy context. Design/methodology/approach This paper used a survey research design, obtaining data via self-administered questionnaire from 500...

Purpose – The purpose of this study is to explore polygamous program loyalty in hotel loyalty programs and the relationship between members’ behavioral loyalty and their perceptions of the program effectiveness. Design/methodology/approach – Descriptive statistics, discriminant analysis,...

Purpose – This study aims to investigate how perceptions associated with corporate social responsibility (CSR) initiatives influence customers’ preference and loyalty in a controversial consumer market. The mediating effect of brand preference between perceived CSR initiatives and customer...

Purpose – This paper aims to provide suppliers with an important direction in customer relationship management to apply organizational resources to understanding patterns and rules particular to a specific context, since the expertise deployment leads to increasingly effective issue diagnosis...

Purpose – The end‐state of marketing is the creation of a lasting bond between the consumers and the offered brand. In view of the growing competition in the market, a never‐ending brand war can be witnessed that attempts to destabilize the consumer‐brand bonding. To ensure a long‐run...

Eduselling is a unique form of selling as it combines needs assessments, relationship building, customer education and aftermarketing in a process that originates at the prospect targeting stage and progresses to an on-going partnership agreement. Results of proprietary research indicate that...

One of the most significant innovations to emerge from Sydney's hosting of the 2000 Olympic Games has been the way that Australian tourism organisations have built the Games into their marketing strategies. As the Business Manager Olympic Games for the Australian Tourist Commission, Maggie White...