Table of contents
Establishing a service channel: a transaction cost analysis of a channel contract between a cruise line and a tour operator
Irene C.L. NgThe purpose of this paper is to highlight why service firms have difficulty in establishing channels and how transaction costs increase as a result. The paper shows how such…
Turf wars or a misunderstanding of roles: an examination of the relationship between marketers and lawyers within the corporation
Paul Sergius KokuThe purpose of this paper is to examine the relationship between the marketing and legal departments within the corporation and how this relationship allows corporate attorneys to…
A service effort allocation model for assessing customer lifetime value in service marketing
Ben Shaw‐Ching Liu, Nicholas C. Petruzzi, D. SudharshanThe purpose of this paper is to apply customer lifetime value models to assess the overall value of the service encounter and to establish implications that such an assessment has…
The conceptual domain of service loyalty: how many dimensions?
Tim Jones, Shirley F. TaylorThe majority of research in marketing now represents loyalty as a multi‐dimensional construct; however, agreement on whether it has two or three dimensions is lacking, and…
Banking patronage motives of the urban informal poor
Stephen Graham Saunders, Mike Bendixen, Russell AbrattThe purpose of this paper is to provide an understanding of the banking needs of urban informal poor consumers in South Africa. These consumers find it difficult to obtain access…
An exploration of relational customers' response to service failure
Natalie Hedrick, Michael Beverland, Stella MinahanThe purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum