Impact of participative service relationships on quality, satisfaction and retention: an exploratory study

Article Abstract:

A study investigated the problem of participation in service relationships and developed a model of the link between participation, quality of delivered service, overall satisfaction and customer retention. The proposed model was applied to an analysis of the relationship between small businesses and their banks in the UK to determine whether or not the notion of participation has empirical significance in research on service relationships. Findings suggest there are potential benefits accruing from participation in service relationships.

Quality Control Management, Customer Relations, Social aspects, Quality control, Client development, Customer satisfaction

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Measuring business-to-business professional service quality and its consequences

Article Abstract:

The Industrial Marketing and Purchasing Group (IMP) perspective on business-to-business relationships is used to develop a conceptualization of business-to-business professional service quality. The six dimensions of interaction underlying the IMP works obtained from an analysis of professional service firms in Hong Kong are proposed as dimensions of business-to-business professional service quality.

Professional services

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Visitors' characteristics of guided interpretation tours

Article Abstract:

Quality management in national parks and the involvement of tourists in promoting these parks is discussed.

Marketing procedures, Land, mineral, wildlife conservation, Nature Parks and Other Similar Institutions, National Parks, Marketing, Beliefs, opinions and attitudes, National parks and reserves, Company marketing practices, Travelers

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