... 2018 19 10 2018 23 10 2018 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Israel Customer relations Arab–Israeli conflict Commonalities Customers who share social commonalities with service providers, such as a cultural...

... Strategic alignment Customer relations Confronted with more complex customer needs and eroding product margins, capital goods manufacturers have extended their innovation efforts towards services (Jacob and Ulaga, 2008). Service innovations support companies to depart from providing stand‐alone...

..., it provides a new typology of situations in interactive value creation. © Emerald Group Publishing Limited 2011 Customer script Customer process Service blueprint Value co‐creation Co‐production Customer integration Customer relations Marketing At first, research focussed...

... Customer satisfaction Anticipation of future interaction Customer relations As market competition intensifies, service providers are exploring ways to enhance service outcomes and retention through interactions with customers. Particularly in service contexts with a high degree of customer...

... with it, and whether good quality (in the form of benefits offered to them) will necessarily induce them to continue (and even increase) their contributions. © Emerald Group Publishing Limited 2011 Spain Museums Customer relations Benefits Contemporary museums are essentially “non‐profit...

... Customer relations Employee attitudes Employee behaviour Hospitality services United States of America For 20 years, Charlie, a baggage handler, was an asset to his airline. Callous rule changes and harsh supervisory treatment, however, led him to covertly retaliate. For months, he carefully...

... Services Customers Customer relations Consumer behaviour Logic The mental models guiding not only managers but also researchers in service settings have lately been eagerly discussed in terms of underlying “logics” (Edvardsson et al., 2005 ; Grönroos, 2006 ; Holbrook, 2006...

... of systematic and deliberate use of preferential treatment as a relationship marketing strategy from a non‐beneficiaries perspective. Concepción Varela‐Neira can be contacted at: conchi.varela@usc.es © Emerald Group Publishing Limited 2010 Relationship marketing Customer relations Customer...

... affect how the customer equity drivers work, independently and together. SERVQUAL Automotive industry Customer relations Ethnocentrism Vietnam We're not in the transaction world anymore. The key now is building profitable relationships with customers. The winners will be those people...

... be contacted at: inger.roos@ihroos.fi © Emerald Group Publishing Limited 2009 Consumer behaviour Customer relations Telecommunications Customer service management Emotions have been the focus in marketing literature for some time and has mostly been considered connected to customers...

... the impact of nurses' perceptions of service climate and organizational commitment. Paul G. Patterson can be contacted at: p.patterson@unsw.edu.au © Emerald Group Publishing Limited 2009 Personality Nurses Health services Customer service management Customer relations Thailand...

... survey: Harold Cassab can be contacted at: h.cassab@auckland.ac.nz © Emerald Group Publishing Limited 2009 Customer service management Customer service quality Customer relations Driven to generate value‐in‐use, many organizations have become multi‐channel service providers...

... be contacted at: amoliner@emp.uji.es © Emerald Group Publishing Limited 2009 Customer relations Hospitals Health services Customer satisfaction Patients Consumer loyalty has become one of the principal lines of research in marketing. Some authors consider that studies oriented towards...

... Kristensson can be contacted at: per.kristensson@kau.se © Emerald Group Publishing Limited 2008 Customer orientation Customer relations Product development Service levels Even the most ingenious invention will be a market failure if it does not meet the needs of the customers. To ensure...

... are examined. David Martín‐Ruiz can be contacted at: Email: dmartin@us.es © Emerald Group Publishing Limited 2008 Prices Consumer behaviour Sales prices Profit Customer relations Customer loyalty It is acknowledged that long‐term loyalty is achieved only by firms that establish...

... Publishing Limited 2008 Consumer behaviour Customer relations Customer satisfaction Telecommunications Sweden Affect can be experienced from the start of consuming a service, or even beforehand, until the termination of the service process, even long after the consumption stage has ended...

... Consumers Customer relations Firms can achieve profitability if they are able to build well balanced relationships with their clients and meet their needs for self‐esteem, justice and security. A large body of research in philosophy and social psychology supports the idea that justice...

.... © Emerald Group Publishing Limited 2006 Customer relations Mortgage companies Property management Social dynamics Sweden In the financial sector, information about customers seems to concentrate on them as borrowers, with the lender as the counterpart (Elyasiani and Goldberg...

... Limited 2005 Trade associations Customer relations Sweden Telecommunications Customer clubs are assumed to create loyalty from the company perspective (Reichheld and Sasser, 1990). However, they seem to have attained a position of their own in many companies, and to have an institution...

...” is the result of a service experience. We suggest that an important precursor (antecedent) of a service experience is a customer's feeling of confidence in an organisation. Confidence limits Customer satisfaction Trust Customer relations Over the last 20 years a large amount of research has been...