Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Self-service technologies (SSTs) are increasingly changing the way customers interact with
firms to create service outcomes. Given that the emphasis in the academic literature has …

The importance of developing and maintaining enduring relationships with customers of
service businesses is generally accepted in the marketing literature. A key challenge for …

This research examines the benefits customers receive as a result of engaging in long-term
relational exchanges with service firms. Findings from two studies indicate that consumer …

Gaining customer loyalty is an important goal of marketing, and loyalty programs are
intended to help in reaching it. Research on loyalty programs suggests that customers …

Relationships are an important aspect of doing business, and few businesses can survive
without establishing solid relationships with their customers. Although the marketing …

Purpose This study aims to provide a taxonomy of relational benefits that drive customer
loyalty in sharing-economy services, assess the relative strengths of these relational benefits …

This study seeks to examine the relationship between rewards and employee performance
as well as to identify the relationship between extrinsic and intrinsic rewards. The study …

The authors describe commercial friendships that develop between service providers and
clients as one important type of marketing relationship. They report results of five studies that …

With the performance of service personnel often constituting a major element of a service
per se, the customer orientation of service personnel is often regarded as a main …