Exploring the role of service touchpoints on the path to financial, behavioral and relational customer outcomes : insights from a B2B service context

Lily (Xuehui) Gao and Iguácel Melero-Polo, Miguel Á. Ruz-Mendoza and Andreea Trifu

Year of publication:	2022
Authors:	Gao, Lily ; Melero-Polo, Iguácel ; Ruz-Mendoza, Miguel Á. ; Trifu, Andreea
Subject:	B2B insurance services \| Business customer perceptions \| Cross-buying \| Customer-provider touchpoints \| Profitability \| Relationship strength \| Beziehungsmarketing \| Relationship marketing \| B-to-B-Marketing \| Business-to-business marketing \| Lieferantenmanagement \| Supplier relationship management \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsqualität \| Service quality \| Konsumentenverhalten \| Consumer behaviour \| Versicherung \| Insurance \| Dienstleistungssektor \| Service industry

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Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1108/JBIM-02-2021-0100 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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