... Customer services quality Organizational performance Prahalad and Ramaswamy (2004) suggest that value is not created in the company and then exchanged with the customer. The value is co‐created by the firm and the customer. Also Grönroos (2007) states, that the relationship marketing...

... Group Publishing Limited 2009 Customer satisfaction Construction industry Customer services quality Finland Customer satisfaction has gained very much attention in the last few decades in all areas of production. In an increasingly competitive and dynamic environment, greater...

..., 2001). © Emerald Group Publishing Limited 2004 Facilities Customer services quality Customer service management Marketing theory Facilities managers have traditionally sought to define £/m² unit costs as a means of benchmarking service performance (Tranfield...