... 2010 Business development Small enterprises Business‐to‐business marketing Customization Service industries The aim of this study is to achieve a better understanding of how small business develops new personalised business‐to‐business (B2B) services. Such an investigation...

... compensates customers for problems). 7. Contact (assistance through telephone or online representatives). © Emerald Group Publishing Limited 2009 Services Customer services quality Electronic commerce Business‐to‐business marketing Most studies of the concept...

... for further research. Business‐to‐business marketing Buyer‐seller relationships Professional services Finland Many aspects of relationship management have received extensive scholarly attention, but there has been surprisingly little interest in how relationships end. To a certain extent...

... to a service provider in the B2B services sector. This important study has significance for marketers in developing strategies for customer retention and service recovery. Customer retention Business‐to‐business marketing Consumer behaviour Customer satisfaction Service industries Customer...

... proposed: © Emerald Group Publishing Limited 2004 Service quality assurance Product quality Information systems Business‐to‐business marketing Customer loyalty Customer satisfaction The advent of relationship marketing and the increased competition that has characterised markets...