... customers use such attributions to adjust their perceptions of relational value. Design/methodology/approach – Drawing on attribution and relationship marketing theories, this study proposes a conceptual model that includes benefit and cost attributions, their antecedents, and consequences. Survey...

... of online interactions. Furthermore, according to the Marketing Science Institute (2010) , these non-transactional activities have been increasingly seen as a route for creating, building, and enhancing customer-firm relationships, described as the “expanded domain of relationship marketing” (Vivek et...

...Jan Henrik Sieg; Alban Fischer; Martin W. Wallin; Georg von Krogh Purpose This paper seeks to contribute to the discussion of relationship marketing in professional services firms (PSF). The process of dialogical interaction with clients is central to relationship marketing. However, client...

... (e.g. Coviello et al., 2002 ; Altinay and Altinay, 2008). © Emerald Group Publishing Limited 2011 Professional services Relationship marketing Marketing practices Competences Database marketing There has been considerable interest in how organizations relate...

...Concepción Varela‐Neira; Rodolfo Vázquez‐Casielles; Víctor Iglesias Purpose Preferential treatment of selected customers is one of the strategies employed by companies seeking to implement relationship marketing. However, it remains unclear whether or not this policy negatively affects...

... in two other critical situations (inconvenience, changes in the consumer or service provider situation). Research limitations/implications This research highlights the need to better take into account the different types of critical incident discussed in the relationship marketing literature...

...Isabelle Szmigin; Louise Canning; Alexander E. Reppel Purpose To revisit relationship marketing in the context of the digital economy. Design/methodology/approach The paper develops a conceptual framework (the customer bonding triangle) that enables greater understanding of the contributions...

... indirectly influence loyalty through satisfaction and trust, and how prior IT experience moderates the above relationships in ISP service. © Emerald Group Publishing Limited 2005 Selling methods Behaviour Servicing Customer loyalty Relationship marketing A battle for cyberspace market...

...Roger Bennett; Anna Barkensjo Purpose To investigate possible linkages between the relationship marketing activities of charitable organisations and the calibres of the relationships that charities establish with their beneficiaries. Also to identify the specific relationship marketing functions...

...Paolo Guenzi; Ottavia Pelloni The focus on ongoing customer relationships is the most distinctive aspect of relationship marketing. To date we still have a poor understanding of the role played by interpersonal‐related factors in gaining and developing customer loyalty. This paper explores...

...José M. Barrutia Legarreta; Carmen Echebarria Miguel This article proposes a new approach to bundling for both the marketing of services and relationship marketing. Reviews the literature on both bundling and relationship marketing and puts forward a new theoretical approach. Uses the case method...

... customers generally report low to ambivalent ratings on customer satisfaction measures (our study also supports these findings). This discrepancy could be partly attributed to very little empirical inquiry having appeared to date to assess the efficacy of existing relationship marketing theories within...

... with consequence for the relationship, possible to track act by act. © MCB UP Limited 2001 Service Service encounters Relationship marketing Customer behaviour Customer loyalty In the service research literature the emphasis of critical incidents is considered a tool for managing services...

...Andreas H. Zins Relationship marketing requires a thorough understanding of the long‐run perspective of the supplier‐customer interaction. The concept of customer loyalty can be applied to emphasize the behavioural and attitudinal aspects of this interaction. This study investigates the antecedents...

... with customer WOM behavior. We conclude with a discussion of how interpersonal relationships between customers and employees might be fostered in order to increase the likelihood of customer WOM behavior. © MCB UP Limited 2001 Marketing communications Relationship marketing Services marketing...

...Neeru Sharma; Paul G. Patterson To date, empirical and conceptual models of relationship marketing have focused almost exclusively on a range of direct antecedents and mediator variables to explain variations in a dependent variable – usually relationship commitment. No attempt has been made...

... culture would be the least conducive to business performance. According to the service management perspective one would postulate that: Banking Corporate culture Relationship marketing Customer satisfaction Value Cross‐cultural management Globalization and deregulation have radically...

... in relationship marketing literature (Tynan, 1997). This paper falls into four parts. The first part discusses the relationship approach to business and how relationships may be defined and understood. The second part examines the appropriateness of a relationship approach for retail banking. An empirical...

... will also provide a new conceptual representation of the relationship commitment construct. © MCB UP Limited 1998 Channel relationships Relationship marketing The concept of relationship marketing emerged in the literature in the 1980s (Grönroos, 1991). Relationship marketing has been...

... UP Limited 1998 Relationship marketing Customer satisfaction Service quality Relationship marketing, which is concerned with attracting, maintaining and enhancing of customer relations (Berry, 1983), offers researchers an ideal umbrella under which to explore what happens...