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Why Customers Build Relationships with Companies — and Why Not · Study

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ChapterWhy Customers Build Relationships with Companies — and Why Not

Thorsten Hennig‐Thurau2000

Chapter2000

Why Customers Build Relationships with Companies — and Why Not

Thorsten Hennig‐Thurau · Kevin P. Gwinner · Dwayne D. Gremler

96 citations·0/0 files stored·Springer eBooks

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Consumer Behavior in Brand Consumption and Identification

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 96 citations exist upstream.

References

1994The Commitment-Trust Theory of Relationship Marketing 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 1994Marketing Research: An Applied Orientation 1990Zero defections: quality comes to services.1991Why we buy what we buy: A theory of consumption values 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1953Die Betriebswirtschaft 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations

Cited by

2005The effects of soft and hard service attributes on loyalty: the mediating role of trust 2000Customer Loyalty: Fata Morgana or Realistic Goal? Managing Relationships with Customers 2000The Importance of Internal Relationship Marketing for External Relationship Success 2010RELATIONSHIP INTENTION AS A MEDIATOR BETWEEN RELATIONAL BENEFITS AND CUSTOMER LOYALTY IN THE TOUR OPERATOR INDUSTRY 2000Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs 2011A Field Experimental Investigation of Managerially Facilitated Consumer-to-Consumer Interaction 2013The effect of relationship desire on consumer‐to‐business relationships 2003Consumers’ trade‐off between relationship, service package and price

Details

Year2000

Typechapter

Published2000-01-01

VenueSpringer eBooks

Languageen

Citations96

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1007/978-3-662-09745-8_21

openalex_workW158516888

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