Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

Customer value is generally defined as a customer's perceived preference for and evaluation of those service attributes, attribute performances, and consequences arising from use that facilitate achieving the customer's goals and purposes in use situations (Woodruff 1997). Our aim is to examine...