.../Swedish) in two countries (Canada and Finland). Study 1 is a quantitative analysis of the degree of importance that respondents in the various language groups attach to the use of their first language in a variety of service encounters. Study 2 is a qualitative examination of the factors that determine...

... dimensions are identified and their impact on satisfaction and loyalty are developed into a theoretical model, which in turn is examined empirically using structural equation modelling from a survey of 235 industrial companies in Finland. Findings The results support the satisfaction‐loyalty model...

... Publishing Limited 2010 Internet Resources Customers Finland Marketing theory is increasingly moving towards a “service perspective”, whereby value is understood as being created by customers and services are posited as resource inputs in the customers' value‐creation processes (Grönroos...

... 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...