Purpose – Much of the success of a relationship marketing program rests on the consumers' choice to participate in a service relationship in the first instance. The purpose of this study is to examine the degree to which this desire of the consumer to engage in a relationship impacts on their...

Purpose – There are a number of assumptions inherent in relationship marketing, including claims that a relationship should be developed with all customers in all situations. This paper seeks to show that marketers should not automatically use relationship marketing techniques for all products...

This book explores globalisation and the war on terror in a world that is becoming increasingly and significantly polarised and in which dialogue is undermined. The authors contend that citizenship does not obey a static definition, and that its meaning is located in changing economic, social...

Completion of the Canadian Pacific Railway was expected to initiate a rush of settlement, yet the wheat boom did not materialize until about fifteen years later. In addition to causes of the delay already identified, this paper proposes another factor--the inability of early settlers to...

Purpose – First, to investigate the relationship between customer perception of service quality and bank financial performance in the new context of the automated banking environment in Australia. Second, to test for the mediating role of customer satisfaction in that relationship....