Purpose – The purpose of this study is to investigate the relationship between parent satisfaction and child retention at a childcare provider. Design/methodology/approach – The survey data used in the analyses involves a sample size of 1,003 respondents, all clients of a regional childcare...

Purpose – The purpose of this paper is to use current loyalty market landscape data to examine differences in loyalty‐program participation among key consumer segments. Design/methodology/approach – Using data from the Loyalty Census research study conducted by COLLOQUY (JCM v24i5), this...

Purpose – The purpose of this paper is to explore how retail organizations serve heirs attempting to settle estates, suggesting that companies providing minimal customer service risk driving away future business, while those companies that seek solutions to ease the estate settlement process...

Purpose – The purpose of this study is to examine the concept of customer value and its role in building switching costs perceptions. The current research develops scales and empirically validates a typology of customer value for business services. Design/methodolgy/approach – Through an...

Purpose – This study seeks to examine how Chinese culture affects business‐to‐business marketing strategies and service revenue in manufacturing companies. Design/methodology/approach – The paper used a combination of qualitative research approaches, namely interviews, longitudinal study...

Purpose – Modularity has been identified as one of the most important methods for achieving mass customization. However, service models that apply varying levels of modularity and customization also exist and are appropriate for various business situations. The objective of this paper is to...