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Building Service Relationships: It's all about Promises · Study

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ArticleBuilding Service Relationships: It's all about Promises

Mary Jo Bitner1995

Article1995

Building Service Relationships: It's all about Promises

1,037 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

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References

1994The Commitment-Trust Theory of Relationship Marketing 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 2000Marketing management: analysis. planning. implementation and control 1984A Service Quality Model and its Marketing Implications 1990Zero defections: quality comes to services.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1994Putting the Service-Profit Chain to Work

Cited by

2004The relationship marketing process: communication, interaction, dialogue, value 1999Customer benefits and company consequences of customer-salesperson relationships in retailing 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction 1997Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors 2003When Does Commitment Lead to Loyalty?

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Details

Year1995

Typearticle

Published1995-09-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations1,037

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1177/009207039502300403

openalex_workW1965446534

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1997

Value‐driven relational marketing: From products to resources and competencies

2003Measuring the quality of relationships in consumer services: an empirical study

2002Customer Relationship Management: Emerging Practice, Process, and Discipline