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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...
Many service firms use delivery time guarantees to compete for customers in the marketplace. In this research we develop a stylized model to analyze the impact of using time guarantees on competition. Demands are assumed to be sensitive to both the price and delivery time guarantees, and the...
The purpose of this study was to determine and analyze the influence of consumer dissatisfaction variable and needs to find a variation of the displacement decision brand (brand switching) Nokia mobile phone to a Blackberry in the Faculty of Law USU S-1. The authors draw the hypothesis that...
Purpose - To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business-to-business (B2B) services sector. Design/methodology/approach - A qualitative study was conducted, with 28 personal interviews undertaken with managers who are involved in the...
There have been few studies that investigate the reasons that dissatisfied customers stay with service organisations. Further, there have been no studies that have investigated a range of factors simultaneously in a single model in the business services sector. This paper attempts to address...