Relational benefits in services industries: the customer's perspective

Article Abstract:

This research examines the benefits customers receive as a result of engaging in long-term relational exchanges with service firms. Findings from two studies indicate that consumer relational benefits can be categorized into three distinct benefit types: confidence, social, and special treatment benefits. Confidence benefits are received more and rated as more important than the other relational benefits by consumers, followed by social and special treatment benefits, respectively. Responses segmented by type of service business show a consistent pattern with respect to customer rankings of benefit importance. Management implications for relational strategies and future research implications of the findings are discussed. (Reprinted by permission of the publisher.)

Customer Relations

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Factors influencing the likelihood of customer defection: the role of consumer knowledge

Article Abstract:

The knowledge that customers have about competitors' products has a major influence on customer loyalty. This study of health insurance customers found that customers will change their health care providers even if they are satisfied with their current provider.

Science & research, Customer loyalty, Health insurance industry

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Service failure and recovery: the impact of relationship factors on customer satisfaction

Article Abstract:

The influence of the failure of adequate customer service completion upon customer expectations is analyzed.

Influence, Customer satisfaction, Consumer complaints

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