...Yen-Chun Chen; Todd Arnold; Hsien-Tung Tsai Purpose This study aims to test the role of a firm’s marketing and technological capabilities in mediating the relationship between customer involvement in information provision (CIP) and customer involvement in coproduction (CIC) and new product...

...Andreas Persson Purpose The purpose of this paper is to investigate how firms attempt to increase the profitability of specific groups of extant customers by achieving adjustments in customer behaviour that consequently lead to reduced costs associated with serving these customers. Design...

...Lloyd C. Harris Purpose In an era in which two‐thirds of interactions between firms and customers occur by telephone communications, the impact of customer telephone rage on employees' service‐related attitudes and beliefs is worthy of study. Telephone or “phone rage” involves occurrences...

...Lourdes Perez; Jeryl Whitelock; Juan Florin Purpose The aim of this paper is to gain a better understanding of how small technology start‐ups learn about a key customer in the context of B2B relationships, and to propose a model of interfirm learning with customers. Design/methodology/approach...

...Bård Tronvoll Purpose The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of marketing. Design/methodology/approach The study reviews the common behaviour models of customer...

... on overall trade show service quality. Trade shows are major industry marketing events (Herbig et al., 1997). Their importance in business is unequivocal. It is claimed by some that they are one of the three most important factors influencing the customer's purchase decision in B2B markets...

...‐created in‐use with both parties playing a role and the VP sets expectations of value in‐use. We conclude that early work on VPs has strong vestiges of goods‐dominant (G‐D) logic with its emphasis on a supplier delivering value. A major contribution of S‐D logic is the shift in emphasis to a customer...

...Chun‐Hsien Liu; Chu‐Ching Wang Purpose The purpose of this paper is to construct an integrative service model from customer and provider perspectives so that it can be utilized to formulate service business strategies. Design/methodology/approach The concepts of the resource‐based view (RBV...

...Lloyd C. Harris Purpose Although dysfunctional behaviors by customers is increasingly being recognized by both scholars and practitioners, “illegitimate” complaining, in the form of fraudulent returns by customers, is under‐researched. The aim of this study is to address this gap in extant...

...Edward Kasabov; Alex J. Warlow Purpose In the last ten years, businesses taking advantage of market deregulation, call‐centre, intranet and internet technology have broken traditional marketing norms and path‐dependent customer management practices. These businesses offer substantially lower...

...Bakr Bin Ahmad Alserhan Purpose This study aims to investigate and compare the propensity of both Arab and Western customers to bargain in marketing exchange situations in the United Arab Emirates. Design/methodology/approach The Bargaining Propensity Scale (BPS) developed by Schneider et...

...Rosalind McMullan; Audrey Gilmore Purpose The purpose of this paper is to focus on establishing individuals' levels of loyalty and what sustains and develops their customer loyalty. This paper recognises the importance customer loyalty has for many competitive organisations and industries. However...

...Simon J. Bell; Andreas B. Eisingerich Purpose The purpose of this paper is to consider the dynamics of customer education by exploring the relationship between education and customer expertise and their combined effects on customer loyalty in a high involvement investment services context...

...Hans H. Bauer; Nicola E. Sauer; Philipp Schmitt Purpose The paper aims to refine existing customer‐based brand equity models for the team sport industry and examine the importance of brand equity in the professional German soccer league Bundesliga. Design/methodology/approach After assessing...

...Lynette J. Ryals; Simon Knox Purpose The calculations which underlie efforts to balance marketing spending on customer acquisition and customer retention are usually based on either single‐period customer profitability or forecasts of customer lifetime value (CLTV). This paper argues instead...

...Ahmet Bardakci; Jeryl Whitelock This paper examines the concept of mass customisation from the point of view of the customer. Although the theory of mass customisation has received considerable attention in recent years, the emphasis has been on identifying and classifying the ways in which mass...

...Peter Mudie The core concept of “customer” in marketing began as a buyer of business goods and services. It was extended into non‐business areas such as education, health, politics and religion. Now it stands poised to enter organisational life. At issue here is our understanding of what it means...

...John Jackson Marketers often presume that the statement “the customer always comes first” is an axiom. Other specialists usually do the same with their own stakeholder priorities. Other than for internal political and prestige purposes, this is helpful neither to marketing nor to stakeholder...

...Steve Baron; Kim Harris; Barry J. Davies Explores observable oral participation (OOP) of customers at the front stage of the service delivery system within a retail store setting. Spoken interactions between a customer and a sales assistant are denoted as OOP1, and those between one customer...

...Socrates I. Papadopoulos The development of a customer‐orientated tourism marketing planning model is described. This model is a conceptual framework, which highlights the main variables affecting the international marketing operations of public and private tourist organisations. In particular...