Marketing Models of Service and Relationships

This article summarizes work in area of the management of relationships with customers and the models of service and relationships. It also identifies promising topics for future research.

RUST, R. and CHUNG, T.S. (2006). Marketing Models of Service and Relationships. Marketing Science, 25(6), pp. 560-580.

Mots clés : #Services-marketing, #Relationship-marketing, #Customer-satisfaction, #Service-quality, #Service-productivity, #Customization, #Service-design, #E, #service, #Service-demand, #Pricing-of-services, #Service-guarantees, #Complaint-management, #Customer-retention, #Customer-relationship-management, #Word-of-mouth, #Customer-lifetime-value, #Customer-equity, #Return-on-quality