Journal of Services Marketing: Volume 16 Issue 7

Relationship marketing and a new economy: it’s time for de‐programming

Evert Gummesson

Some economic conditions change gradually and sometimes sudden discontinuities occur whereas other conditions remain stable for decades, even centuries. In this sense there is…

The future of relationship marketing

Jagdish N. Sheth

The purpose of this paper is to discover factors that led to the rise of relationship marketing in practice and academics, and what factors are likely to reshape the future…

Customer‐relationship levels – from spurious to true relationships

Veronica Liljander, Inger Roos

Relationship marketing (RM) has been widely accepted as an important determinant of long‐term business success and is believed to be especially well suited for services because of…

Erratum

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000006109. When citing the…

Trust in industrial service relationships: behavioral consequences, antecedents and the moderating effect of the duration of the relationship

Spiros P. Gounaris, Karin Venetis

Building on previous studies which suggested that trust is a critical factor in facilitating exchange relationships, the authors investigate with empirically derived data the role…

The effect of relationship marketing orientation on business performance in a service‐oriented economy

Leo Y.M. Sin, Alan C.B. Tse, Oliver H.M. Yau, Jenny S.Y. Lee, Raymond Chow

Although a large body of research theoretically asserts a positive association between relationship marketing orientation (RMO) and business performance, a valid measure of RMO…

Curing and caring in surgical services: a relationship approach

Markus Orava, Pekka Tuominen

The purpose of this study is to describe and analyse the quality of a professional surgical service process, and to reveal the main elements that constitute excellence in the…

Secrets of Customer Relationship Management: It’s All about How You Make Them Feel

Susan Fournier