A typology of customer-service provider relationships: the role of relational factors in classifying customers
Article Abstract:
Relationship types are identified across four service-type industries: automotive repair, hair care, health care, and financial services. Findings show that customer-service provider relationships are distinguishable based on relational factors such as socializing beyond the service encounter, emotional attachment to a specific provider, and personal advice seeking.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2004
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How "placed trust" works in a service encounter
Article Abstract:
Placed trust, or the initial act of trusting, is distinguished from the response of trusting and analyzed within a service encounter framework, specifically the health care industry. Implications for services management in mapping out routes for creating and maintaining trust, and therefore developing commitment, are discussed.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2004
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The effects of soft and hard service attributes on loyalty: the mediating role of trust
Article Abstract:
A study based on hair care services is presented to analyzing the development of customer confidence and loyalty based on soft attributes like social and relational marketing, and hard attributes, i.e., the main service.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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