Co‐operation is implicit in attempts to create ongoing buyer‐seller relationships, yet Darwinian theories have stressed the self‐centredness of man and social commentators have observed a trend away from collectivism towards individualism. Relationship marketing represents a dynamic...

Relationship marketing has emerged as a big new idea for many Western companies. Relational, as opposed to transactional exchange is the norm in many countries. However, an exchange method which has worked well at home may fail in a culture with different values. While companies may reconfigure...

Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity,...

This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the importance‐performance technique within the Australian wine tourism industry. Many winery operators invite...

Methods of measuring service quality have suffered from a lack of discussion about perceptual processes involved in a consumer’s evaluation of quality. Most importantly, it is the perception of service quality at the time of the next purchase decision that may better explain repeat buying...

This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that the degree of post‐consumption dissonance experienced would be inversely related to both initial ratings of...

Purpose – Service quality and customer satisfaction have traditionally been conceptualised and measured using cognitive indicators. This paper aims to build on the body of literature that recognises the role of emotions in determining customer satisfaction and future behavioural intention....

Purpose – This paper aims to critically assess the conceptual validity of customer experience as a construct and propose a model which integrates inter‐personal relationships, service quality and brands. Design/methodology/approach – A critical review of literature is structured around the...

Purpose – This paper aims to contribute critical discussion about the role of expectations and anticipation in subsequent satisfaction by incorporating anticipated emotions into a model to measure satisfaction. Emotions have provided a foundation for many causative models in marketing, notably...