...Anand Krishnamoorthy; Fariba Sanaei Purpose This paper aims to investigate the diverse strategies employed by retailers in the context of service provision, return policies and pricing to answer pertinent questions regarding a retailer's incentives to offer varying levels of service and return...

...Cindy Claycomb; Charles L. Martin A study of 205 US commercial service providers, representing 31 two‐digit SIC codes, identified companies’ customer relationship‐building objectives and practices. Of 42 possible relationship‐building objectives, the four rated as top priorities were: encouraging...

...Chris Lane Of the considerations in formulating the marketing mix there is one element which is often neglected — people. This includes not only customer reaction to the marketing proposition, but also the service provided to the customer. The role of the service giver is central to the analysis...

...‐staff, customer‐system, and management‐system. Each interface is defined. © MCB UP Limited 1988 Consumer Research Consumer Satisfaction Customers Service GETTING CLOSER TO THE CUSTOMER by Michael J. Thomas University of Strathclyde, UK Introduction P. Kotler (1984), p r e s e n t s t h...