Purpose – The purpose of this article is to investigate trust in financial services business markets. Design/methodology/approach – The article provides qualitative research, based on 147 in‐depth interviews with corporate bankers and their clients. Findings – The article finds that...

Purpose – Business services have an important role in the development of global knowledge‐base economy. This is particularly clear in the field of ICT services where business customers are requiring an increasing amount of complex services in order to support their utilization of advanced...

Purpose – The purpose of this paper is to develop a deeper understanding of customer service/service quality in business‐to‐business contexts. Design/methodology/approach – An in‐depth case study was used to discover the perceptions of both key individuals in the supplying company and...

Purpose – The purpose of the paper is to examine shifts in sales organizations utilized to sell services to business‐to‐business customers. The paper also examines the changes expected in personal selling and sales management. Design/methodology/approach – Extant academic literature and...

Purpose – The objectives of this paper are twofold: to add to the debate regarding conceptualisation and operationalisation of value within a professional service domain, and to contribute to the relatively sparse literature dealing with the functional relationship between determinants and...

Purpose – The purpose of this article is to explore the possible negative asymmetric effects in the impact of service quality on the satisfaction and retention of different customer segments in a professional business services context. Negative asymmetry means that a lower than average service...

Purpose – The purpose of the paper is to analyse empirically research‐oriented university‐industry relationships based on the incorporation of relationship marketing (RM) and technology transfer theory. Design/methodology/approach – This paper is based on an extensive literature review...