... may look to promote and capitalize on positive customer relationships. Jake Hoskins can be contacted at: jake.hoskins@csus.edu 23 04 2024 18 09 2024 02 01 2025 11 03 2025 12 03 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re...

...-building efforts on aspects of the service provider–customer relationship such as service domain expertise; similarity and appearance (Chen et al., 2008); relationship value; salesperson likeability and relational selling behavior (Shi et al., 2009); service provider perceived expertise...

...’ intentions and behaviors. Many services companies practice relationship marketing and customer relationship management. Although the benefits and drawbacks of relationship marketing for consumers have been established, little is known about whether consumers have a relatively positive or negative attitude...