...Giuseppe Pedeliento; Daniela Andreini; Mara Bergamaschi; Jane Elizabeth Klobas Purpose The purpose of this paper is to evaluate how the intermediation of an online agent in the relationship between prospective clients and professional service providers affects individual purchasing processes...

... 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...

... of the professional service provider and is associated with advice, diagnostic ability, discretion and knowledge. Professional services Quality management The digital era of trade and commerce is now well underway, with many organisations doing business on the World Wide Web (WWW) as a matter of routine...

...Jukka Ojasalo This article is based on an empirical study and describes an approach for managing customer expectations to achieve long‐term quality and customer satisfaction in professional services. Professional services are somewhat different from other types of services, and often so...