Purpose This paper aims to explore the determinants of perceived internal service complexity in internal service encounters. In this context, the nature of internal service complexity is considered, to identify its promoting and limiting factors, as well as its non-linear effects on internal...

Despite intensive discussions about customer equity, little research addresses how to manage customer equity from a firm's perspective. Recent literature proposes various concepts of customer equity management but does not feature an empirical study that identifies and quantifies activities that...

Purpose Relationship marketing scholars and managers have recognized the potential of customer engagement to enhance business performance and customer value. Therefore, the purpose of this paper is to examine the effects that different types of customer engagement behaviors have on their...

Purpose – Health service quality is an important determinant for health service satisfaction and behavioral intentions. The purpose of this paper is to investigate requirements of e‐health services and to develop a measurement model to analyze the construct of “perceived e‐health service...

In den letzten Jahren ist in Unternehmen zunehmend der Versuch zu beobachten, zur intensiven Marktbearbeitung ein Relationship Marketing zum Management von Kundenbeziehungen einzusetzen. Karsten Hadwich setzt sich theoretisch und empirisch mit der Beziehungsqualität, ihren Einflussgrößen und...

Zur Sicherung und Erhöhung der Kundenzufriedenheit und Kundenbindung steht die Bedeutung und Notwendigkeit eines professionellen Dienstleistungsmarketing sowohl für traditionelle Dienstleister als auch für industrielle Anbieter mit Serviceleistungen im Vordergrund. Die Autoren beschreiben...