While there are many studies on the relationship between service quality and productivity/efficiency (prodeff), between service quality and image and between services and positioning, so far, no work in the literature has examined the triangular relationship between quality, prodeff and...

Companies operate and compete in a highly and aggressive global climate. This climate has led to an increased emphasis on quality. TQM focuses on the integration and co‐ordination, as well as on the continuous improvement of all activities and processes. Total relationship management (TRM) is...

Companies operate in a highly competitive climate and offer a wide variety of new products and services to both individuals and business firms. Today, companies find themselves facing more aggressive competition, uncertain market conditions, and unlimited opportunities. Managers and marketers...