... on their future car purchases. © MCB UP Limited 2002 Relationship marketing Customers Trust Commitment Motor industry Concept of relationship marketing Relationship marketing (RM) has been defined as “the process of identifying and establishing, maintaining, enhancing, and when...

... are proferred. Content validity © MCB UP Limited 1999 Market orientation Operating performance Cost effectiveness Distribution channels Motor industry Recent research has suggested a positive effect of market orientation, the implementation of marketing concept, on business...

... that reliability is consistently the most important determinant of both perceived service quality and feelings of satisfaction among customers engaged in auto insurance claims. Implications for auto insurance providers are discussed. Organizational performance Customer satisfaction Insurance companies Motor...

... Customer satisfaction Health care Motor industry Service quality USA Customer loyalty is increasingly being recognized by American businesses as a path to long‐term business profitability. Consider two firms, say two hospitals, “A” and “B”, with identical facilities and capacity. Both have...

.... © 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...