Ausgabe 1/2000
Inhalt (15 Artikel)
Serving customers and consumers effectively in the twenty-first century: A conceptual framework and overview
A. Parasuraman, Dhruv Grewal
The antecedents and consequences of customer-centric marketing
Jagdish N. Sheth, Rajendra S. Sisodia, Arun Sharma
Implications of loyalty program membership and service experiences for customer retention and value
Ruth N. Bolton, P. K. Kannan, Matthew D. Bramlett
Beyond market orientation: When customers and suppliers disagree
Christine Steinman, Rohit Deshpandé, John U. Farley
Agency and trust mechanisms in consumer satisfaction and loyalty judgments
Jagdip Singh, Deepak Sirdeshmukh
The impact of technology on the quality-value-loyalty chain: A research agenda
A. Parasuraman, Dhruv Grewal