Addresses customer‐relationship economic issues, more specifically the link between service quality and profitability from a relationship marketing management perspective. In this perspective task of is not only to establish customer relationships, but also maintain enhance them in order improve profitability. literature higher assumed lead satisfaction, which leads loyalty drives The framework highlights factors that, addition influence links Also discusses aspects improving such as...

Purpose The paper seeks to introduce a new perspective on the roles of customers and companies in creating value by outlining customer‐based approach service. customer's logic is examined in‐depth as being foundation customer‐dominant (CD) marketing business logic. Design/methodology/approach authors argue that both goods‐ service‐dominant are provider‐dominant. Contrasting provider‐dominant with CD logic, examines creation service from perspectives value‐in‐use, own context, experience...

Traditionally only cognitive measures, such as the disconfirmation of some comparison standard or perceived service performance, have been used to explain quality and satisfaction. Suggests that emotions could play an important role in determining satisfaction with a service. The results from empirical study customers’ experiences services labour force bureau show customers experience different positive negative connection service, these influence Finds that, on aggregate level, direct...

Purpose The purpose of this paper is to extend current discussions value creation and propose a customer dominant perspective. point origin in customer‐dominant marketing logic (C‐D logic) the customer, rather than service provider, interaction or system. focus shifted from company's processes involving customer's multi‐contextual formation, company. Design/methodology/approach Value formation contrasted earlier views on role conceptual analysis focusing five central aspects. Implications...

Purpose – The purpose of this paper is to analyze the theoretical and practical implications adopting customer-dominant logic (CDL) service, focusing on how firms can become involved in customers’ context. Design/methodology/approach Inspired by conceptual discussion service service-dominant logic, focuses underpinnings CDL. CDL contrasted with other perspectives marketing; a marketing business perspective dominated customer-related aspects instead products, systems, costs or growth. It...

Purpose The empirical study draws on a crowdsourced database of 221 innovations associated with the COVID-19 pandemic. Design/methodology/approach Aside from health and humanitarian crisis, pandemic has caused an acute economic downturn in most sectors, forcing public private organizations to rethink reconfigure service provision. paper introduces concept imposed innovation as new strategic lens augment extant view primarily discretionary activity. Findings identified were assigned 11...

The paper uses data from the Swedish Customer Satisfaction Index together with performance competing industries to study difference in logic terms of customer satisfaction and loyalty between services products. We find that for product firms can have a negative effect on company performance, while service is positive. implication must earn their but lower prices thus retain customers.

Focuses on proposing a new method for capturing the customer′s zone of tolerance service quality. Interprets as kind inertia regarding behavioural responses to disconfirmation expectations. Gives predicted example in which adequate and desired expectations are operationalized by conjoint analysis. Explores relationship between expectations, quality, value. examples kinds result one can obtain using proposed method.

Purpose The present increasingly tough economic climate has uncovered the need to go beyond prevailing seller‐oriented models and company practices in order capture factors that essentially drive buyer companies. What is needed a genuinely customer‐side concept corresponds offering. purpose of this study develop new labeled “customer needing” which emerged from material collected an industrial service setting. Design/methodology/approach paper reports case typical high‐technology with strong...

Purpose One of the causes change in business relationships comes from incidents that deviate a positive or negative way expected and normal relationship pattern. This introduces concept stress captures effect negatively deviating relationships. Design/methodology/approach Presents technique, critical incident mapping (NCIM), for measuring this kind stress. The technique is used an industrial service setting to measure dyadic manner. Findings results show not only were all studied burdened...

Digital marketing media, e.g. internet and mobile phones, are considered powerful new opportunities to reach consumers but dependent upon consumer responsiveness the media. Consumer is a function of perceived relevance message acceptance medium message. Two empirical studies conducted in Finland showed that compared traditional Direct Mail (DM) commercial e-mail, was considerably lower. The findings indicate companies need consider consumers' order understand communication effectiveness different

Focuses on the criticality of critical incidents in customer relationships. Aims to discuss theoretical and practical implications notion “critical” a incident. Why is something perceived as critical? What does it lead to? Is feature built into service or contextually‐defined phenomenon, depending both customer, provider, interaction surrounding relationship environment? Suggests contextual framework for describing, analysing understanding incidents, based idea that are always embedded Two...

Purpose The purpose of this paper is to develop and evaluate an approach managerially monitoring customer‐experienced value e‐services. need for study based on a lack models e‐service applying value‐in‐use the one hand, other hand increasing viable techniques diagnose customers' views value. Design/methodology/approach approach, customized but not limited e‐services, employs four principal dimensions (technical, functional, temporal spatial) anchored in service quality research capture has...

Abstract Purpose The purpose of this paper is to explore ethical consumers' brand avoidance. study contributes brand-avoidance research by exploring what role concerns play in their Design/methodology/approach A qualitative approach adopted interviewing 15 active members organizations that represent for the well-being animals, environment and humans. Findings indicates consumers with a strong value-based perspective on consumption (such as consumers) may reject brands two different but...

Purpose The aim of this paper is to discuss how corporate brand images evolve in consumers' everyday life and its implications for the company's branding strategies. Design/methodology/approach A conceptual discussion a framework are presented that maps four alternative views on market dynamics relation branding. Findings Corporate evolution suggested as way including image constructions re‐constructions strategy. based two new concepts: heritage image‐in‐use. model understanding evolving...

Purpose – The purpose of this paper is to explore ethical consumers' brand avoidance. study contributes brand-avoidance research by exploring what role concerns play in their Design/methodology/approach A qualitative approach adopted interviewing 15 active members organizations that represent for the well-being animals, environment and humans. Findings indicates consumers with a strong value-based perspective on consumption (such as consumers) may reject brands two different but interrelated...

Purpose – Marketing researchers continue to debate the significance of managerial relevance marketing, especially in boardrooms. Despite a growing number published papers on topic, it is surprising that there are virtually none mental models. The purpose this paper discuss these issues. Design/methodology/approach presents models as perspective marketing's position companies, and reflects marketing boardroom members top management. Findings addresses relevant issues offers new insights into...

Purpose The paper explores consumers' responsiveness to marketing communication about various services and products in three different media. Communication value is seen as an element of service measured consumer communication. Design/methodology/approach empirical data based on interviews with consumers concerning their perceptions the relevance acceptance 15 services/products media, traditional direct mail, e‐mail SMS. have responded scenarios Findings showed differences physical products....

Purpose The purpose of this paper is to explore the mental models top executive team members in a selected retail bank. focus on how each member makes sense market situation and changes with regard customers customer-bank interactions current where earlier bank practices are at risk becoming obsolete. Design/methodology/approach All were interviewed individually August 2014 they reason about challenges service business. study uses an abductive research approach. Findings largely dominated by...