Customer relationship quality in landlord‐tenant relationship
Abstract
Purpose
In long‐term business relationships the customer experience is affected by how the customer perceives the quality of the customer relationship. The purpose of this paper is to understand the customer relationship quality construct in landlord‐tenant relationships in a business‐to‐business environment.
Desig/methodology/approach
The theoretical framework is adapted from relationship marketing literature and this framework is then applied in case study settings to five customer companies in a landlord and tenant relationship. The paper introduces a framework of 13 relationship quality attributes and applies these to the case companies.
Findings
The results suggest that some of the suggested relationship quality attributes have an importance in a landlord and tenant relationship while some suggested attributes have less value.
Research limitations/implications
The case studies were conducted in companies that occupy office premises in multi‐user buildings.
Originality/value
This paper introduces theoretical understanding from relationship marketing literature into the real estate business and adds practical understanding of customer relationship management into the rental business.
Keywords
Citation
Rasila, H. (2010), "Customer relationship quality in landlord‐tenant relationship", Property Management, Vol. 28 No. 2, pp. 80-92. https://doi.org/10.1108/02637471011037107
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited