...Jesus Cambra-Fierro; Iguacel Melero-Polo; F. Javier Sese Purpose Drawing from the theory of relationship dynamics, the purpose of this paper is to investigate how the relationship life cycle moderates the link between relationship quality and customer value co-creation. As customer-firm...

...Apostolos Giovanis; Pinelopi Athanasopoulou; Evangelos Tsoukatos Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically...

..., relationship quality, and repurchase intentions are confirmed. Both lost benefit switching costs and inertia moderate the relationship between recovery satisfaction and repurchase intentions. Attractiveness of alternatives mediates the moderating effect of inertia on the relationship between recovery...

...Tsu-Wei Yu; Mei-Su Chen Purpose – The purpose of this paper is to investigate the influential factors of the antecedents of relationship quality (RQ), RQ, and long-term relationship orientation between the members that constitute the insurance marketing channel. Design/methodology/approach...

...Kai-Yu Wang; Li-Chun Hsu; Wen-Hai Chih Purpose – The purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how service recovery satisfaction (SRS) influences the relationship quality...

...Tsu‐Wei Yu; Feng‐Cheng Tung Purpose The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer loyalty. Design/methodology/approach Data for this study were collected using...

... is to investigate the role of customers' expected future use in relationship based customer retention for continuously provided services, proposing and testing an empirical model that explores the interconnectedness of relationship quality, expected future use and customer retention. Design/methodology/approach...