The concept of value and, more specifically, customer value is of increasing interest to both
academics and practitioners. This paper undertakes a substantial review of past and current …

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 …

The influence of loyal customers can reach far beyond their proximate impact on the
company. This impact is analogous to the ripple caused by a pebble tossed into a still pond …

Esta investigación parte de los resultados obtenidos en el estudio previo sobre
segmentación de lealtad de clientes de la banca universal en el municipio Libertador del …

The application of technology‐based self‐service in service delivery has grown rapidly in
recent years, but our current understanding of customer retention and satisfaction in such …

Purpose–The purpose of this article is to empirically examine the influence of consumer
involvement on perceived relational benefits across service types. Design/methodology …

This study examines the association of a comprehensive set of auditor-client relationship
bonds (audit firm tenure, audit engagement partner tenure, long duration director-auditor …

With customer-relationship management (CRM) no longer a buzzword among trendsetters,
organizations in all types of industries initially rushed to embrace it. Although a seductively …

Purpose–To investigate the determinants of behavioural brand loyalty amongst dissatisfied
customers in the business‐to‐business (B2B) services sector. Design/methodology …

A number of authors have advocated a move towards integrating customer relationship
management (CRM) and revenue management (RM). The implications of integrating CRM …