...: Life is interaction in networks of relationships: This is grand theory, general for all life. After understanding this, the next step is to make it specific to the marketing context. The world is complex: Marketing uses methodologies from social sciences. Too often, they emanate from...

...Angela V. Hausman Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving...

...Ken Butcher; Beverley Sparks; Frances O’Callaghan The social interaction between customers and individual employees can be critical for business success. Similarly, factors such as customer convenience and value for money are important to repeat purchase. Frontline employees often face the dilemma...

...Bernd Stauss; Paul Mang Service customers perceive quality in the moment of interaction with the service provider. In times of globalization, it is important for a growing number of service companies to ask if the perceived service encounter quality differs among customers from different cultures...

... understanding by focusing on the interactive features within successful service encounters is demonstrated. Outlines how role management offers a framework to evaluate the degree of interactivity sought in relationship approaches. Role theory, it is argued, can enable organizations to identify role development...

... to be process outcomes, the dominant survey research approaches are not well suited to learning about processes. Finally, popular paradigms assume consumers’ determination of service quality and satisfaction is based solely on a set of attributes. Symbolic interaction and ethnographic methods expand...

...Karen Maru File; Russ Alan Prince Demonstrates that quantity of provider/customer interaction –specifically interaction intensity and information intensity – is associated both with satisfaction and repurchase intentions, by studying 224 high net worth buyers of two banking services. Lends...

...L.W. Turley; Douglas L. Fugate Notes how service encounters have tended to be viewed as an interaction between service providers and service customers. Examines situations where the main encounter is the interaction between the facility and the customer. Considers different perspectives...

... their marketing deficiencies and becoming more proactive. Considers a model for developing a bank′s effectiveness and improving customer satisfaction,thus developing a competitive edge. © MCB UP Limited 1992 Banking Competitive advantage Customization Financial services Interaction Marketing...

.... © MCB UP Limited 1991 Dealerships Interaction Motor industry Relationship marketing Sales COMPANY STUDY RELATIONSHIP MARKETING: PURSUING THE PERFECT PERSON-TO-PERSON-RELATIONSHIP J. Davis Illingworth When the Lexus was conceived, Toyota clearly understood that one of the keys...

...Charles A. Pranter; Charles L. Martin Describes how customer satisfaction can be influenced by direct or indirect interaction with other customers in a service facility′s physical environment. Explores how the way customers affect each other can be positively influenced. Describes exploratory...

...Madeline Johnson; George M. Zinkhan Considers the interaction between customer and provider in professional service encounters, where extended person‐to‐person discussions frequently take place. Describes an experiment in which subjects read and reacted to stories describing such encounters, which...