... improvement Customer service management Business‐to‐business marketing This paper seeks to explore relationship quality as a dyadic perceptual concept in a business‐to‐business relationship setting. Since, the early 1980s quality in terms of how consumers perceive it has been at the core in service...

...‐to‐business marketing Just as satisfied customers are not necessarily loyal (Rowley and Dawes, 2000), dissatisfied customers do not always exit (Hirschman, 1970 ; Day, 1984). Customer dissatisfaction diminishes an organisation's customer base, forces the firm to rely on a more volatile customer mix...

.... This issue needs further examination. © Emerald Group Publishing Limited 2004 Business‐to‐business marketing Service delivery systems Business process re‐engineering Electronic commerce Service operations Table I provides a description of what SSTs entail in B2B exchanges...