...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...

... in a professional business‐to‐business service setting. © Emerald Group Publishing Limited 2009 Business‐to‐business marketing Buyer‐seller relationships Professional services Finland Many aspects of relationship management have received extensive scholarly attention, but there has been...

... of the professional service provider and is associated with advice, diagnostic ability, discretion and knowledge. To provide total customer satisfaction an organisation must emphasise any one component to the exclusion of the others. The right balance of the three is essential, although the actual balance...

...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...